Specialist / Sr. Specialist-Safety Operations
1 month ago
Summary A Specialist/Sr. Specialist, will act as a liaison, and resolve any Safety concerns that employees availing the commute facility might face, with accuracy and efficiency in our Centralised Safety Centre. The best Specialist/Sr. Specialists are genuinely excited to help customers. They are patient, empathetic, and passionately communicative. You are confident at troubleshooting and investigating if they don’t have enough information to resolve the issues at hand. The target is to ensure excellent service standards, respond efficiently to alerts and safety events, and maintain high customer satisfaction.
Job Responsibilities
● Independently understand and analyze the alerts received at the Command center and share detailed explanations with employees and operations on the problem and solution provided.
● Coordinate with resources during incident response efforts, driving incidents to timely and complete resolution. Comply with steps such as Investigate, Diagnose, Record, Communicate
● Be self-driven and show a high level of ownership. The individual should be able to work effectively in a team whilst enthusing others to do the same for the achievement of common team goals
● Coordinate with multiple stakeholders to probe, understand, and resolve employee safety concerns
● When dealing with ambiguity in incidents, work with the external stakeholders (employees, vendors, drivers), and internal stakeholders (Technical, Operations, and Customer Success teams) and ensure SLAs are always met
● Maintain high-quality standards by prioritising incidents according to their urgency, priority, and impact on the business.
Requirements
● Good command over verbal and written English, EQ
● Willingness to learn and strong attention to details
● High sense of ownership and High Problem solving skills
● Willingness and ability to work in shifts (Rotational(Morning, Evening, Night)
● Previous experience of working/dealing with customers.
● Experience working on handling MS-suites, Google Suites, ticketing tools such as JIRA, Freshdesk
Benefits
As per the industry standards based on the job role benefits will be allocated.
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