Safety Investigations Specialist I

2 semanas atrás

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. Mainly L1/L2 and part of L3/L4 urgent volume.
- Report & document issues with reporting parties using various platforms.
- Master multiple knowledge base and contact management systems.
- Responds to driver-partners, riders, eaters, couriers, claimants, third parties, and stakeholders related to incidents/accidents that occur in connection with the platform.
- Appropriately supports reporting parties, ask detailed questions in order to sufficiently understand the details of the incident, establishes a meticulous relationship, and ensures detailed documentation of the conversation.
- Categorize incidents/accidents with appropriate contact types for Special Investigations Unit to further investigate.
- Proven excellent interpersonal skills and ability to establish trust.

**What You Will Need**
- 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.

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