COE Specialist I - SORT
Uber
Date: 9 hours ago
City: Taguig
Contract type: Full time
#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, Managers, and many other important roles to support business needs and continued growth. Employees in the customer operations teams are responding to tickets submitted virtually by customers and offering in-person customer support.
The Social Operations Response Team handles rider and driver-partner concerns across India, with utmost elan and efficiency and via Twitter, Instagram, Facebook, emails, and phone calls alike. The team collaborates closely with the IRT, ECR, and governance team to help users who contact us via social media.
Your Impact In Role
Experience in retail, hospitality, or customer service in-person or contact center environment.
Comfortable operating in multiple modalities.
Preferred Qualifications
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, Managers, and many other important roles to support business needs and continued growth. Employees in the customer operations teams are responding to tickets submitted virtually by customers and offering in-person customer support.
The Social Operations Response Team handles rider and driver-partner concerns across India, with utmost elan and efficiency and via Twitter, Instagram, Facebook, emails, and phone calls alike. The team collaborates closely with the IRT, ECR, and governance team to help users who contact us via social media.
Your Impact In Role
- Provide high quality virtual customer support through ticket systems (chat and email) and possibly 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 procedure
Experience in retail, hospitality, or customer service in-person or contact center environment.
Comfortable operating in multiple modalities.
Preferred Qualifications
- Outstanding communication skills with proven ability to speak and write clear, concise, and accurate messages
- Aware on social media trends/developments and how these can be implemented to improve community engagement/customer service
- Familiar with Google Drive, especially Google Spreadsheet and Google Docs
- Maintain a professional and calm demeanor while juggling multiple, high-priority tasks concurrently
- Willing to work on rotating shifts including weekends and holidays to cover hours of operation as needed IN A 24/7 working environment
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