COE Specialist I - ANZ Merchant L2
Uber
Date: 2 weeks ago
City: Taguig
Contract type: Full time
About the Role
The Merchant Support Team provides end-to-end support for non-critical restaurant issues for Merchant partners in the Australia & New Zealand region. The key responsibility of an agent is to resolve cases based on a mix of logic and principle via multi-modality and own the overall customer experience from beginning to end.
What You Will Do
Basic Qualifications
The Merchant Support Team provides end-to-end support for non-critical restaurant issues for Merchant partners in the Australia & New Zealand region. The key responsibility of an agent is to resolve cases based on a mix of logic and principle via multi-modality and own the overall customer experience from beginning to end.
What You Will Do
- Provide world-class customer service experience to merchants via email and phone calls
- Take ownership of raised requests across different restaurant partners/merchants, challenging yourself to solve the most complicated and interesting problems our users face
- Practice empathy to frustrated users and turn around their negative experiences into positive ones. #CustomerObsession
- Proactively drive resolution for all cases assigned to you. Some CTGs may still be transactional in nature, but many will require clarification and waiting for responses. At any given time, agents may need to balance 5-10 cases in their name, which are waiting on responses from merchants.
- Proactively follow up and chase merchants for their responses through email and outbound calling.
- Raises C360 requests for operational issues and content updates as necessary.
- Submits product or system-related bugs, outages, and problems via Ops Commander
- Works with various key collaborators and POCs in the COE and onshore to resolve issues.
- Ensures Miscellaneous Payment guidelines are followed when a payment is required to resolve an RP issue
- Drive process improvement and alignment by proactively flagging gaps and actively participating in crafting appropriate action plans.
- Resolve raised contacts or file critical issues in C360 or JIRA
- Stay updated on all product updates and raise unresolved questions with the Stakeholders.
- Daily/weekly huddles with Team, SMEs, and TL on common errors, FAQs, and standard methodologies. Other Ad-hoc task
Basic Qualifications
- Work experience in a high-energy, productive, and customer-centric environment
- Excellence in both written and spoken English
- Exceptional comprehension and writing skills
- High proficiency in using computers (typing, quickly navigating between various tools) and software
- Excellent problem-solving skills, ability to connect effectively what users are asking for with answers to their real issues
- A willingness to work on different shifts, totaling 40 hours per week, including weekends and weekly evening shifts
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Head MOAI NEO EHS
Ericsson,
Taguig
6 days ago
Grow with us
Ericsson is one of the world's leading telecommunications technology and services companies. In the Market Area SouthEast Asia, Oceania and India (called as MOAI internally), our teams design, deploy and support the network infrastructure, software and managed services that power digital connectivity across the region. Our workforce operates across field environments, customer sites, laboratories, remote locations and...
Accounts Receivable Representative
Abbott Laboratories,
Taguig
1 week ago
Abbott Rapid Diagnostics is part of Abbott’s Diagnostics family of businesses, bringing together exceptional teams of experts and industry leading technologies to support diagnostic testing which provides important information for the treatment and management of diseases and other conditions.
The position of Accounts Receivable – Billing Representative is within eScreen located in the Philippines. The role is responsible for accounts...
Tech Delivery Subject Matter Expert
Accenture,
Taguig
1 week ago
Drive innovative practices into delivery, bring depth of expertise to a delivery engagement. Sought out as experts, enhance Accentures marketplace reputation. Bring emerging ideas to life by shaping Accenture and client strategy. Use deep technical expertise, business acumen and fluid communication skills, work directly with a client in a trusted advisor relationship to gather requirements to analyze, design and/or implement...
