Incident Control Room Analyst

Description

Job Summary: We are seeking an Incident Control Room Analyst to attend to and resolve reports from the vehicle fleet, negotiate interests, and act efficiently. Key Highlights: 1. Attention to and resolution of incident, theft, and violation reports. 2. Ability to negotiate and seek mutual understanding with customers. 3. Capacity to act efficiently under pressure and provide timely solutions. **INCIDENT CONTROL ROOM ANALYST** A reputable call center company is looking for professionals with passion to join our team as **Incident Control Room Analyst** WE ARE LOOKING FOR Attending to and serving internal customers, following established processes to track and resolve reports related to theft, incidents, violations, mechanical failures, and loss of documentation for GEPP’s entire vehicle fleet. Education: INCOMPLETE BACHELOR’S DEGREE IN ADMINISTRATION, LAW, COMMUNICATION, CRIMINOLOGY OR RELATED FIELD REQUIREMENTS * Ability to negotiate client interests, presenting advantages and disadvantages of each option and fostering future agreements. Coordination with operations for report handling. * Ability to listen to clients, identify their issues, and clearly convey information so it is understood. Seeking mutual understanding. * Acting efficiently and with a service-oriented attitude in high-pressure situations (e.g., upset customers). * Sensitivity to anticipate client needs and initiative to provide timely solutions using appropriate products and/or services. RESPONSIBILITIES * Answering every incoming call with various customer requests and requirements. * Making outbound calls and following up on diverse customer and insurer service requests and requirements. * Properly generating reports (case numbers) arising from customer requests, requirements, or incidents via institutional channels. * Supporting GEPP’s various departments by providing real-time information and feedback on reports. * Maintaining campaign performance indicators on a monthly basis. * Closing reports according to internal or external follow-up procedures warranted by received reports regarding theft, incidents, violations, etc. WE OFFER * Statutory benefits * Monthly salary of $15,900 * Schedule: Monday to Sunday, rotating across 3 shifts * Work location: Tlalnepantla de Baz