Safety Investigations Specialist I

Há 7 dias

Lisboa, Portugal Uber Tempo inteiro

**About The Role**
As a Safety Investigations agent, you will work efficiently and optimally through our most critical incidents to drive top results in customer service, accuracy and timely case resolution. Investigators will work closely with our internal customers - Communications, Trust & Safety, Insurance and Legal - to coordinate and facilitate case resolution according to support logic for high severity incidents while balancing external customer service, communications, expectations and demands.

**What You Will Do**
- Respond to high volume, live queue of sensitive incident inbound cases and/or outbound queues
- Report & document issues with reporting parties using various platforms
- Master multiple knowledge bases and contact management systems
- Respond to driver-partners, riders, eaters, couriers, claimants, third parties, and stakeholders related to incidents/accidents that occur in connection with the platform
- Appropriately support reporting parties, ask thorough questions in order to sufficiently understand the details of the incident, establish an empathetic relationship, and ensure thorough documentation of the conversation
- Categorize incidents/accidents with appropriate contact types for the Special Investigations Unit to further investigate

**Basic Qualifications**
- Proficiency in Dutch and English is required
- Strong EQ, emotional regulation, communication, problem-solving, and critical thinking skills
- A minimum of 6 months of customer support experience handling sensitive issues. Crisis center, law enforcement or social work experience.
- Availability to work in rotating shifts from Monday to Sunday (essential)
- Strong sense of responsibility, demonstrating reliability, integrity, and a commitment to maintaining high standards of professionalism in all aspects of work
- Executional excellence

**Preferred Qualifications**
- Safety experience
- Crisis center, law enforcement or social work experience

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