For Uber, providing efficient and reliable support to our customers is extremely important. With the objective of offering rapid, reliable and world class customer support to all our customers, today, we opened India’s second Center of Excellence (COE) in Visakhapatnam, India.
Set up at a cost of US $800,000, the new COE will create 500 new jobs in India. It is designed to provide specialised customer support for critical incidents that require immediate attention, by employing dedicated teams of solution-oriented, trusted experts to support millions of Uber customers across India, South Asia and the Asia Pacific. The trained COE teams will respond to any urgent issue or incident that is reported to the company and will operate 24/7.
Speaking of the launch, Wen-Szu Lin, Senior Director, Community Operations for Asia Pacific, Uber, said, “With the launch of the second COE in India, we aim to reiterate our deep commitment to India by bringing safer mobility solutions to our riders. Through the new COE we plan to expand our global customer support footprint as well as aim to create new economic opportunities for the high caliber talent in this country.”
We launched India’s first Centre of Excellence in Hyderabad, in 2015. We now have over 1,000 employees providing critical regional and global customer support services to the Uber community of riders, drivers, eaters, couriers, and restaurant partners. The Vizag facility will be Uber’s twelfth Centre of Excellence, globally. It operates two COEs in the US in Chicago and Phoenix; four in EMEA in Limerick (Ireland), Lisbon (Portugal), Cairo (Egypt), and Krakow (Poland). The company also has two COEs in Latin America in Costa Rica and Sao Paulo (Brazil). The Vizag COE is its fourth in Asia following Manila (Philippines), Clarke (Philippines), and Hyderabad (India).
For Uber, safety is paramount and, over the years, the company has introduced many innovative in-app safety features and practices such as two way call anonymisation to protect the privacy of riders; comprehensive background checks of drivers; reminders to Check Your Ride before boarding; Share Trip for your peace of mind; 24/7 Safety Helpline for any urgent assistance during trips; and insurance coverage for riders and drivers.