About Us

Swvl is a revolutionary idea that was born from passion, loyalty, and persistence to face all challenges that come our way. It started with an observation turning into a realization, too many cars on the streets, wasting our limited resources: time, space and money.

Our main goal is not just to facilitate commuting, but a hunger to strive for solutions, encourage the contribution of youth in innovation and inspire change.

In 2 years Swvl starting operating in 3 countries, 6 cities; Egypt; Cairo & Alexandria, Kenya; Nairobi, and Pakistan; Lahore, Karachi & Islamabad, while planning to expand in 3 more cities before the end of 2019.

About the Role

As a Crisis management specialist, you will work efficiently and effectively through our most critical incidents to drive top results in customer service, accuracy, and timely case resolution. As part of your job, you will accept the inbound request and you will also prepare a detailed handover for the urgent investigators team to follow up on the case. You will work closely with our top 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'll Do

  • Manage a high volume caseload of critical incident types
  • Be ready to visit incidents sites for customer support and needs
  • Investigate critical cases over the phone and on the ground to get the whole picture of the incident
  • capturing information from reporters and summarizing the key facts
  • Provide thorough and detailed handover documentation of the initial information from the reporter so that the urgent investigations team can complete the investigation
  • Maintain excellent interpersonal skills and integrity while delivering outstanding customer service
  • Employ critical thinking and creative problem-solving skills to navigate high severity incident types
  • Learn and master multiple knowledgebase and contact management systems
  • Adapt to day/evening/weekend rotations (incl. holidays)