Customer Escalation Specialist

About the Team

The APAC COE (Center of Excellence) team believes in a #GoGetIt approach. Our successes are attributed to our people who are relentless to help others in any way we can. We handle critical concerns from safety to escalations, and make sure that the resolution matters to the customer - making each member an eventual promoter of Uber. The right time is always now" when joining Uber and the COE; it has always been moving towards greater heights as we support a lot of markets - allowing you to learn every single day.

About the Role

As a Safety Investigations Specialist, you will take ownership of requests and solve customer tickets across all our critical and advanced lines of business through different modalities (phone, chat, message), challenging yourself to solve the most complicated and interesting problems our users face. You will present your insights to stakeholders and contribute towards the continuous improvement of our policy and services.You will create advocates out of even the most frustrated users, and you're always looking for outstanding and exciting ways to improve their experience!

Your Impact in Role:

• Solving difficult problems: Seek to understand the complexity of customer issues to proactively tackle these contacts effectively and efficiently.
• Educating our customers for future: Play a meaningful role in proactively educating customers and provide alternative user experience support channels
• Being customer centric: Be empathic to our customer's issues, and provide outstanding customer service to turn their negative experiences into positive ones.
• Working collaboratively with others: Work closely with regional leadership and your team to tackle difficult issues and provide insights that improve the quality of Uber's customer support to drive a culture of learning and continuous improvement within the company.
  

The Experience You'll Bring:

• Comprehension skills: Excellent comprehension skills (active listening and reading), and ability to fully understand the issue and identify its root cause.
• Communication skills: Excellent communication skills (speaking and writing) to confidently and spontaneously address all issues with clear and direct communication, across different audiences and modalities (like chat, email, phone).
• Problem solving skills: Ability to break down sophisticated problems, offer well thought-out recommendations and push problems to resolution.
• Work experience in customer service: Experience handling customer queries in a dynamic, constantly evolving environment.

Working Hours:

• Weekends & holiday work required
• 11am - 7pm hours