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About GSM Kazakhstan

GSM Kazakhstan is a member of Green and Smart Mobility (GSM Global), a pioneering technology-driven transportation company committed to promoting sustainable mobility solutions. As part of a rapidly growing international ecosystem, GSM Kazakhstan delivers customer-centric transportation services while leveraging innovative technologies to enhance service quality and operational excellence.

Position Objective

Handle and resolve complex operational incidents directly at the field level, including vehicle accidents, vehicle/asset recovery, difficult debt collection, and other critical cases beyond the handling capacity of Operations teams. Ensure timely resolution, minimize operational and financial risks, and coordinate effectively with relevant internal departments and external stakeholders.

Key Responsibilities

1. Field Incident & Accident Handling

• Respond to and handle complex or serious incidents and vehicle accidents at the field level.
• Conduct on-site assessment, collect information, evidence, and relevant documentation to support case resolution.
• Coordinate with Operations, Quality Control, Safety & Security, Asset Management, Insurance, and other relevant functions to resolve incidents.
• Handle cases involving serious injuries, significant property damage, suspected alcohol/drug-related incidents, or other high-risk situations.
• Support resolution of cases involving drivers, customers, vehicle owners, or other parties who are uncooperative or difficult to engage.
• Coordinate with police, authorities, legal representatives, and other external stakeholders when required.

2. Vehicle & Asset Recovery

• Conduct on-site recovery of vehicles and company assets in cases where Operations teams are unable to resolve the situation.
• Handle vehicle/asset recovery involving uncooperative drivers, customers, or other relevant parties.
• Coordinate with Operations and Asset Management to ensure the safe and timely recovery of vehicles and assets.
• Conduct field visits and travel across assigned territories to support recovery activities.
• Ensure all recovery activities are conducted in compliance with company policies and applicable regulations.

3. Difficult Debt Collection & Dispute Resolution

• Handle difficult or overdue debts that exceed the resolution capability of Operations teams.
• Coordinate with relevant departments to collect outstanding debts arising from vehicle accidents, vehicle rentals, driver operations, or other operational matters.
• Support complex cases involving uncooperative drivers, customers, or business partners.
• Work with Legal and relevant stakeholders when cases require legal action or escalation.
• Maintain complete documentation and records of case progress and resolution outcomes.

4. Complex Case Investigation & On-site Resolution

• Investigate complex operational cases and identify key facts, causes, and responsible parties.
• Conduct on-site interviews and collect statements, evidence, and supporting documents.
• Handle complex explanations and disputes directly with drivers, customers, partners, or other involved parties.
• Identify potential risks and recommend appropriate actions to minimize financial, operational, and reputational impact.
• Escalate critical or high-risk cases to the Field Incident Resolution Team Lead or relevant management.

5. Cross-functional Coordination & Reporting

• Coordinate closely with Operations, Quality Control, Safety & Security, Asset Management, Insurance, Legal, and other relevant functions.
• Clearly determine and follow the escalation criteria for transferring cases from Operations to Field Incident Resolution.
• Provide timely updates on case status, risks, actions taken, and resolution results.
• Prepare case reports and maintain accurate records of incidents, recovery activities, debt collection, and other field cases.
• Propose improvements to field incident handling processes and escalation mechanisms based on practical experience.

Requirements

• 1–3 years of experience in field operations, incident handling, asset recovery, debt collection, investigation, compliance, or related roles.
• Experience in logistics, transportation, mobility services, fleet operations, insurance, or asset management is preferred.
• Strong problem-solving, negotiation, and conflict-resolution skills.
• Ability to remain calm and make effective decisions under pressure.
• Strong communication and stakeholder management skills.
• Willingness to work in the field and travel frequently across assigned areas.
• Ability to work independently and respond quickly to urgent or unexpected situations.
• Good observation, investigation, and evidence-collection skills.
• Knowledge of basic legal, traffic, insurance, or vehicle-related procedures is an advantage.
• Experience working with police, government authorities, legal teams, or other external stakeholders is preferred.

Key Competencies

• Field Incident Handling
• Problem Solving & Decision Making
• Negotiation & Conflict Resolution
• Investigation & Evidence Collection
• Vehicle & Asset Recovery
• Stakeholder Management
• Risk Awareness
• High Pressure Tolerance
• Mobility & Responsiveness

Note:

+Due to the high volume of applications received, only shortlisted candidates will be contacted for the next stage of the recruitment process.

+ We sincerely appreciate your interest in GSM Kazakhstan and thank all applicants for your time and consideration. We encourage you to apply for future opportunities that match your qualifications and career aspirations.

+ All applications and personal information submitted will be treated with strict confidentiality and handled in accordance with applicable data privacy regulations.