COE Specialist II - COS High-Value Fleet
Uber
Date: 2 weeks ago
City: Mabalacat City
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 COE Specialist II - US&C High Volume Fleet will resolve Fleet Operator and Vehicle Solutions issues and requests to ensure Uber Fleet accounts remain fully operational. The key responsibilities include reviewing vehicle documents, verifying driver background check statuses, and addressing Uber Fleet account concerns to maintain seamless operations.
Your Impact In Role
Basic Qualifications
Experience in retail, hospitality, or customer service in-person or contact center environment.
Comfortable operating in multiple modalities.
Required Soft Skills
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 COE Specialist II - US&C High Volume Fleet will resolve Fleet Operator and Vehicle Solutions issues and requests to ensure Uber Fleet accounts remain fully operational. The key responsibilities include reviewing vehicle documents, verifying driver background check statuses, and addressing Uber Fleet account concerns to maintain seamless operations.
Your Impact In Role
- Demonstrate empathy while solving customer concerns
- Deliver high quality customer support and customer satisfaction while solving complex inbound or outbound customer issues which may not have a well documented procedure, and where relevant to the line of business.
- Work on both phone and ticket-based cases, if relevant, and resolve escalations
- May perform root cause analysis and present findings
- Highlight common ticket types / issues to Team Lead
Basic Qualifications
Experience in retail, hospitality, or customer service in-person or contact center environment.
Comfortable operating in multiple modalities.
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
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