Incident Management Specialist

About the role

We are seeking an Incident Management Specialist to join indrive’s Global Customer Support team in Pakistan. The role focuses on handling customer interactions, resolving incidents, and ensuring high‑quality service across a range of situations, including conflict, harassment and criminal cases.

Key responsibilities

• Interact with customers via phone and email, providing clear explanations and support.
• Resolve complaints and manage incidents promptly, maintaining a high level of service.
• Handle high‑stress situations such as conflict, sexual harassment and criminal incidents with composure.
• Process incoming user requests through the admin panel and collect data for incident analysis.
• Identify trends and suggest improvements to reduce incident frequency and enhance resolution quality.

Required profile

• Excellent oral and written communication in Urdu and English.
• High stress resistance and ability to stay calm under pressure.
• Strong initiative and teamwork orientation.
• Capacity to manage large amounts of complex information.

Required skills

• Fluent Urdu language skills.
• Fluent English language skills.

What we offer

• Opportunities to contribute to fair choices for millions across 48 countries.
• Mentoring, career consulting and learning programs.
• International collaboration through a Global Talent Exchange Program.
• Access to language‑improvement courses and internal speaking clubs.