Job Description

About the Role

As a Customer Support Specialist, you take ownership of resolving issues for customers. You use your customer-centricity, problem-solving, and critical thinking skills to take on the most sophisticated and exciting customer concerns. You will be the voice of Uber for customers and build advocates out of even the most frustrated users, and you're always looking for outstandi ng and exciting ways to improve their experience!




The Handover Team handles predetermined partner concerns in Happiness, which are separated from True Escalations.




The COSs need to interact with multiple functions within Uber at a daily level to solve customer issues of top-segmented rider/ raised contacts. With excellent poise, tact, and a calm mind, these agents strive to improve customer experience.

What You'll Do

Solving difficult problems: Seek to understand the complexity of customer issues, and employ your critical thinking, problem-solving, and case leadership skills to proactively solve these contacts successfully and efficiently. Educating our customers for the future: Play a meaningful role in proactively educating customers and providing alternative user experience support channels Being customer-centric: Be conscientious of our customers' 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. This position operates 24/7 with rotational weekend off

Basic Qualifications

Bachelor's Degree in relevant field

Work experience in customer service:

Experience of handling customer queries in a dynamic, constantly evolving environment

Communication:

Strong verbal communicator and able to interact with many types of partners; demonstrates an ability to set clear expectations and communicate status to customers, colleagues, management

Problem-Solving:

Quickly able to problem solve and troubleshoot; thinks critically about issues presented; comfortable with on-the-fly fare calculations, etc.

Customer-Service Mentality (Customer Obsession):

Demonstrates a customer-focused attitude toward solving problems; understands the importance of creating a world-class customer support experience

Comfort with Ambiguity:

Motivated and able to operate with minimal oversight, comfortable navigating new and challenging situations/processes; displays emergent leadership Fluent in English both reading and writing

Preferred Qualifications

Comprehension skills:

Excellent comprehension skills (active listening and reading), and ability to fully understand the issue and identify its root cause.

Communication skills:

Excellent composition skills (speaking and writing) to expertly 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