COE Specialist I

#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

About The Team

Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber!

About The Role

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers, and Uber's Centers of Excellence (COEs) are contact management centers dedicated to making that happen 24/7. At our COEs, we hire Community Support Representatives to support business needs and continued growth. Employees in the customer operations teams are responding to calls from customers and offering customer support.

Your Impact In Role

• Provide high quality virtual customer support through phone
• Ensure low to medium complexity customer issues are resolved using procedures
• Ensure high customer satisfaction and demonstrate empathy while solving customer concerns
• May perform root cause analysis and present findings
• Work on a line of business which has low ambiguity, is stable, with well documented procedures
  
  

The Experience You'll Bring:

Required Hard Skills And Experience

• Experience in retail, hospitality, or customer service in person or contact center environment (with focus on inbound calls and email)
• Computer skills
• Comfortable operating in multiple modalities
• Language proficiency
  
  

Required Soft Skills:

• Attention to detail, problem-solving, communication (written and verbal), tech savvy, critical thinking related to investigating issues, basic interaction with stakeholders, timeliness & efficiency, EQ
  
  

Preferred Qualifications:

• Exceptional reading and interpretation ability, attention to detail
• Proficiency in productivity tools (email, calendar), Google Suite, or Microsoft Suite (Excel, PowerPoint)
• Strong collaboration skills towards a shared sense of purpose