Crisis Investigator, Jobs in india,apply Now
As a member of the Crisis Management Team, you will be on point to manage the most critical and severe incidents that affect brand health of Uber.
You will support the resolution of safety related emergency or crisis situations across IndiaSA on behalf of the Community Operations team. You will also play the role of a Senior Investigator, and will work efficiently and effectively through our most critical incidents to drive top results in investigative sufficiency and quality, accuracy, and timely case resolution.
Senior Investigators will work closely with our internal partners – 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.
You are expected to ensure that all critical situations assigned to you are handled in a fashion that protects Uber’s brand and business and enhances Uber’s reputation as the safest mobility platform, while being appropriate and empathetic for the community involved.
What You’ll Do
- Conduct thorough investigations based on the outcomes of conversations with rider and driver partners. Develop case details, analyze evidence, and present recommendations for internal actions to key stakeholders
- Prepare succinct, accurate and factual report of incidents to facilitate decision making processes
- Maintain excellent interpersonal skills and professionalism while delivering best in class customer support experience
- Master policy, rider & driver knowledge base and contact management systems
- Participate in crisis management calls and conduct high priority investigations requiring subject matter expertise
- Train Investigators and provide quality assurance regarding previous and ongoing investigations
- Communicate with senior management raising issues requiring their awareness and serve as a liaison between investigations and other partners on special projects assigned
- Other duties as assigned in the sphere of crisis management
What You’ll Need
- Prior experience in handling critical cases like physical altercation, Sexual misconduct, Threat of Suicide, Death, Abduction
- Ability to de-escalate situations and calm down irate riders/ driver partners
- Ability to think on feet and respond to unexpected questions, on call, accurately
- Monitor the quality of case handling and ensure the case is handled and closed per quality guidelines
- Comfortable with working directly with various levels of leadership
- Comfortable with providing in-person coaching to newly hired and tenured Investigators
- Strong time management skills
- Strong communication skills
- Recognise knowledge gaps & vocalise coaching recommendations
- Fast learner / ability to dive into and quickly identify correct processes and procedures
- Experience working in a highly detail-oriented environment, demonstrating a high degree of diligence and accountability
- Self-motivated and reliable to meet deadlines
- Proficiency in productivity tools (email, calendar, google docs)
- Passion for data analysis and the ability to drive defect reduction, process improvement, and tool enhancements.
About the Team
Community Operations is pioneering how Uber manages rider and driver support around the globe during our most critical incidents and accidents. The Crisis Management Team will handle the most critical incidents, that require us to provide best in class support to our customers, and can affect brand health of Uber. Our Crisis Managers are there for our Investigators and customers when they need us most. Accidents and incidents can be traumatic and challenging experiences.
It takes a true professional to understand the complexity of the situation, work empathetically with the customers, and drive our investigations to timely and appropriate resolution. At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.
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