Associate - Incidence Response Team

Key Responsibilities: Incident Call Handling: As the primary point of contact, answer incoming calls, emails, and other communications regarding operational issues or potential disruptions related to the electric motorbike fleet. Accurate Ticket Creation: Log all reported incidents into the ticketing system precisely, ensuring all essential details are captured to facilitate effective resolution. Initial Triage & Information Gathering: Perform a preliminary assessment of reported incidents to understand their nature and severity, asking clarifying questions to gather comprehensive information for immediate action or escalation. Prompt Issue Escalation: Promptly escalate tickets to the appropriate internal teams (e.g., Maintenance, and Field Operations) based on incident type and urgency, following established protocols to minimize impact. Basic Communication & Updates: Provide initial assistance or basic status updates to callers and relevant stakeholders ensuring they are informed about the progress of their reported issues. Requirements Diploma in Communications, Business Administration, ICT Support, or a related field. Prior experience in a call center, customer service, or helpdesk environment is a strong advantage. Exceptional communication skills (active listening, clear verbal communication), with the ability to handle calls professionally. Strong data entry and attention to detail for accurate incident logging and ticket creation. Ability to remain calm and professional under pressure while managing multiple inquiries. Proficiency in Microsoft Office Suite (Excel, Word) Google Workspace tools (Google Sheets, Google Docs), and ticketing systems/CRM software. Benefits A comprehensive medical cover to support your health and wellbeing. Work with a mission driven team focused on sustainability and clean mobility. A fun supportive team culture with monthly birthday celebrations & regular team events. Gain hands on experience managing and triaging real-time incidents affecting electric motorbikes and smart mobility systems.