Safety Investigations Specialist III

Safety Investigations Specialist III Department: Community Operations Team: Community Operations Location: Taipei City, Taiwan (ROC) Type: Full-Time **About the Role** L4+ incident refers to a sequence of unwanted incidents taking place which lead to agitation and threat to the brand. It leads to uncertainty and causes major harm to the organization.The team detects early signs of brand risk and minimizes the damage against the negative consequences of the same. It not only affects the smooth functioning of the organization but also poses a threat to the brand name. The role requires someone who can own and take ownership of a complete incident and not just a contact. The team does not deal with issues such as cancellation and route, but more in terms of a rider being harassed or a partner being assaulted. And this position needs to communicate with them directly. **What the Candidate Will Do** - Work on critical incidents for both safety and non-safety issues reported by all the users, while providing world-class customer support through emails and phone calls. - Document all incidents & Collaborate with partners and work towards any solution ideal for the incident. - Handle Social Media Escalations when someone reports on Facebook/Twitter - Audit the correct application of process and policy by the investigating agent - Analyzing data and creating root cause analysis of high-level cases to identify areas for improvement. - Conducting project and program evaluations and providing feedback to help the team improve skills and abilities. - Coordinating with other departments and teams within the organization to ensure that the teams are working effectively and efficiently. - Managing and maintaining relationships with key stakeholders and cross-functional partners. - Representing the team and the organization in meetings and discussions with external stakeholders. - Contribute to building the team and the organization for long term success - Work in a hybrid set up - at least 50% of time in office and 50% of the time at home **Basic Qualifications** - Graduate in any stream - At least 2 years of customer ser