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About the Team
Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber!
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About the Role
As a Customer Escalations Specialist - ANZ Driver, your goal is to make sure that all driver partner concerns are addressed timely and efficiently. A few activities included (but not limited to) doing outbound calls for concerns that require immediate interaction, processing refunds and updating driver accounts.
Your Impact in Role:
- Provide high quality virtual customer support through ticket systems (chat and email) and possibly phone
- Ensure low to medium complexity customer issues are resolved using procedures
- Ensure high customer satisfaction and demonstrate empathy while solving customer concerns
- May perform root cause analysis and present findings
- Work on a line of business which has low ambiguity, is stable, with well documented procedure
Basic Qualifications:
At least 6 months of experience in retail, hospitality, or customer service in-person or contact center environment.
Comfortable operating in multiple modalities.
Preferred Qualifications:
- Outstanding communication skills with proven ability to speak and write clear, concise, and accurate messages
- Problem solving and critical thinking skills
- Willing to work in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of users
- An Uber Evangelist - you care passionately about the product and getting others excited to ride and partner with Uber
- Willing to be moved from time to time to other projects and accounts or where the business needs them
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 accommodations@uber.com.