Incident Management Specialist

About the role

The Incident Management Specialist will serve as the primary point of contact for customers reporting conflicts, harassment, or criminal incidents. Working within the Customer Service and Experience department, you will ensure swift, high‑quality resolution while gathering data to improve future handling.

Key responsibilities

• Answer customer inquiries via phone and email, providing clear explanations and guidance.
• Resolve complaints and manage incidents such as conflict situations, sexual harassment cases, and criminal reports.
• Process incoming requests through the administrative panel and record details for incident analysis.
• Collect and analyse incident data to identify trends and recommend process improvements.
• Collaborate with colleagues to develop strategies that reduce incident frequency and enhance resolution quality.

Required profile

• Excellent oral and written communication skills in English.
• High stress tolerance and ability to stay calm under pressure.
• Proactive attitude with strong initiative.
• Capability to handle large volumes of complex information.
• Team‑oriented mindset and effective collaboration skills.
• Prior experience handling accidental or incident cases is a plus.

Required skills