COE Specialist I - ANZ Courier L2

#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 Role

As a Courier L2 specialist your goal is to make sure that all delivery partner concerns are addressed timely and efficiently. A few activities included (but not limited to) doing outbound calls for concerns that require immediate interaction, processing refunds and updating driver accounts.

Your Impact In Role

• Review and respond to escalated concerns related to trips and non trips related contacts.
• Provide support to delivery partners (via emails/calls) with trips and non trip related concerns.
• Proactively escalate concerns not supported by logic and needs further approval by submitting Jira.
• Manage output by reporting submitting and tracking daily productivity.
• Help in improving processes and never shy away if you have to build a new process. We always optimize for a better customer experience.
  
  

The Experience You'll Bring:

• Work experience in high energy, high pressure, productive environment.
• Excellence in both written and spoken English with the ability to clearly and effectively communicate ideas to varied audiences.
• Comfortable with Excel/Google Sheets and other technology based business tools .
• Customer-focused and has a deep understanding of the user experience and the ability to resolve critical incidents in an empathetic and customer-centric way.
• Investigative and truth-seeking mindset, adopting a curious and analytical mindset to find facts and full understanding of the situation.
• Exceptional eye for detail, carefully checking everything, knowing that even a small error could lead to potential risk.
  
  

Preferred Qualifications

• Willingness to work in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of users.
• To be an Uber evangelist - you care passionately about the product and getting others excited to ride and partner with Uber.
• Willing to be moved from time to time to other projects and accounts or where the business needs them.
• 1+ years of total work experience in a high-growth, productive constantly changing environment.