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.
Respond to driver-partners, riders, eaters, couriers, claimants, third parties, and stakeholders related to incidents/accidents that occur in connection with the platform.
Appropriately support reporting parties, ask detailed questions to sufficiently understand the incident details, establish a meticulous relationship, and ensure 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.
Outstanding verbal and written communication skills.
Excellent teammate: You collaborate internally or across functional/regional areas to achieve the best possible outcomes.
Customer centricity.
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