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COE Specialist - Uber Hong Kong

Community Operations
in Hong Kong, Hong Kong

About the Role

The Incident Response Team (IRT) handles safety concerns that come up on the Uber platform. The IRT L3/L4 team works and manages all complex and critical incidents of this nature.

With 2018, being termed as the year of safety, the team is now looking for folks who can contribute to this by helping our clients involved in a safety incident.

Aside from safety incidents, you will be in charge of handling and solving rider and driver escalations.

What you will Need:

  • Ability to stay calm under high pressure situations
  • Ability to document all incidents in detail
  • Open to all modes of support (email, phone support)
  • Strong eye for detail which includes identifying customer problems swiftly and correctly while solving queries as this can impact company relations
  • Stakeholder management
  • Strong customer obsession mindset with evidence of taking independent and appropriate decisions for the customer
  • Passion for helping others and creating support experiences that surprise and delight
  • Ability to break down complex problems, offer well thought-out recommendations and push problems to resolution with multiple stakeholders and decision-makers
  • Skilled at handling multiple tasks at once and you have the drive to see them to completion

Preferred Experience and Skills:

At least 1-2 years experience in the customer service industry

Preferably have handled a voice account

Internal Hire Experience and Skills:

  • CAST (Critical and Advanced Support - IRT and SORT) member would need an experience of 3 months
  • Other COE LOB's (rider or driver) need an experience of 6 months.

Language Skills:

Spoken and written English with the ability to speak fluently in either Mandarin or Cantonese

Shift Schedule:

Willingness to work in shifts (rotating day/night shifts, rotating weekend offs, working during public holidays -- total working hours will be 40 hours a week, 5 days, 8 working hours each day)

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.

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.