Safety Investigations Specialist I (French Speaker)

About The Role

As a Safety Investigations I Agent, you'll be on the front lines, efficiently handling our most critical incidents. Your focus will be on delivering excellent customer service, ensuring accuracy, and resolving cases in a timely manner. You'll work hand-in-hand with our internal teams - like Communications, Trust & Safety, Insurance, and Legal. Your coordination will be key in resolving high-severity incidents according to our protocols, always keeping external customer service and expectations in mind.

What You Will Do

Manage a high volume of Safety Incidents: Respond to a live stream of sensitive incoming safety cases via phone and messaging.
Document Thoroughly: Accurately report and document issues with all involved parties using various platforms.
Master Systems: Become proficient with our knowledge bases and contact management systems (Bliss, Jira)
Engage: Communicate professionally with drivers, riders, eaters, delivery partners, claimants, third parties, and Stakeholders regarding platform-related incidents.
Provide Empathetic Support: Offer effective support to those reporting incidents, asking detailed questions to fully grasp the situation.
Categorize Accurately: Classify incidents with the correct classification, preparing them for detailed review by our Special Investigations Unit.

Basic Qualifications

Language: Proficiency in French and English is required
Strong Interpersonal Skills: Ability to build trust and relate well to others.
High Emotional Intelligence: Excellent communication and emotional regulation
Problem-solving and critical thinking abilities
Highly Organized
Active Listening: Fully understand concerns over the phone and respond effectively
Relevant Experience: A minimum of 6 months in customer support, particularly handling sensitive issues. Experience in crisis centers, law enforcement, or social work is a valuable asset.
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