Customer Support Operations (Night Shift, Remote)
About the Role
- You will need to provide thorough phone/email support to our customers and driver partners to build trust and encourage customer dedication
- Accurately document case details, analyze information, and provide recommendations to important team members from time to time.
- Identifies and advises on medium and long-term reputation risk, trigger-points, and scenarios
- Provide insights to members of the Leadership Team to help drive continuous improvement.
- Deep dives into the data and get involved in ad hoc tasks of team or Lob-specific projects
What You'll Do
As a Safety Investigations Specialist II in the North Asia COE team Safety team, you will engage with Uber customers or driver-independent drivers who have experienced Safety (Harm or Injury) issues on an Uber trip.
Alongside that, you might also from time to time be engaged to work on other side projects/new product support initiatives, etc.
Below is a non-exhaustive list of items that may help understand the role requirements better
Be an excellent communicator: You build trust with riders and driver-drivers who use Uber/the Uber network/platform through your communication. You have a way with words and enjoy expressing your thoughts in your emails and phone conversations that reflect the Uber get ahead.
In a safety-focused team, it is imperative that you have a deep understanding of the audience that you are catering to, to find the right way to connect with the target audience. Strong, grammatically accurate English & Mandarin Chinese skills are a must.
Be customer-obsessed: You are passionate about customer experience, and instantly build a rapport with the riders and driver-drivers who use Uber/the Uber network/platform by being enlightening, acknowledging the situation, and displaying a genuine willingness to help.
Be a problem solver: Not all customer issues are straightforward. You are someone who is passionate about putting the customer first and finding the right solutions no matter how challenging the situation.
Be process compliant: You should know how to balance freedom of expression and process compliance making it easy for riders and driver-partners to feel the Uber love while making it easy to analyze ways to scale support.
Customer emotional intelligence- You have a deep understanding of the user experience and the ability to resolve customer support requests in unique and creative ways.
Strong written and verbal communication skills including ability to listen effectively and to confidently voice concerns diplomatically.
Desire to learn - You're a highly motivated self-starter, with an eagerness to learn and grow, and you are receptive to feedback.
What You'll Need
- English and Mandarin Chinese
- Experience in a contact center as an associate with phone support experience
- Able to establish trust and effective working collaborations
- Ability to leverage multiple resources to advise and support critical decisions
- Stable internet connection at home
- Working space at home to make sensitive and confidential calls
- 12mn to 9am (Option to work full remote)
Working days: 5 days a week (including weekends and/or public holidays) with 2 days rotational week off
*Required to report to the office once a quarter for team day. If you are living outside of the Taipei area and travel requires overnight stay, Uber will cover hotel costs only.
The first 5-6 weeks of your employment will be onsite and will be performed during regular hours (10am to 7pm) to be able to work with your trainers, teammates and team leads more closely. This will include 3 weeks of training, and 2 weeks of nesting with 1 week extended nesting if necessary.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.
Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to email@example.com.
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