COE Specialist - I ANZ Merchant 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 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 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.

Your Impact in Role:

• 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 on 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.
• Update and draft state or regional logic in Salesforce
• Other Ad-hoc task

The Experience You'll Bring

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 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 true issues
• A willingness to work on different shifts, totaling 40 hours per week, including weekends and weekly evening shifts

Preferred Qualifications

• A bachelor's degree from any field