Uber
Customer Escalation Specialist
At Uber we’re reimagining the way the world moves for the better. That means being bold in our decisions and building for something bigger. For us, all of that starts with helping people go anywhere and get anything. It’s what we know and what we do best
Customer service and support
Full-time
Hybrid | Sydney, NSW, AU
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
2 vacancies available
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Why Uber
At Uber we’re reimagining the way the world moves for the better. That means being bold in our decisions and building for something bigger. For us, all of that starts with helping people go anywhere and get anything: cars, takeout, motorcycles, groceries, bikes, people, scooters, items, trucks, buses. It’s what we know and what we do best. And we do it at the speed of now.
That’s why people want to join us: because our solutions are implemented in real time and on thousands of city streets, they are a boon and a career to people all over the globe. The scope of this work means Uber will challenge you - put you up against complex problems that require ambitious solutions. We need bold people who can build with heart, who will chase solutions with fearless optimism. We are Uber. Are you?
About the role
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
What you'll be responsible for
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Collaborative Issue Resolution
Collaborate with other people or teams to resolve complex customer issues
- 👍🏼
Complaints Resolution
Log, investigate, and resolve customer dissatisfaction or problems, to improve negative customer experiences
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Query Handling
Address and resolve queries, questions, and problems to ensure positive customer outcomes and experiences
Skills you'll need
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Attention to detail
Accurately identifies and rectifies discrepancies or errors that exists in information and deliverables
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Collaboration
Works with others by being open, clear in communication and listening to achieve goals
- 💭
Critical thinking
Identifies and synthesizes patterns and trends amongst various sources of information to reach a meaningful conclusion, perspective or insight
Meet the team
Applying with Hatch
Uber is using Hatch to accept applications for this role. Hatch helps you demonstrate your fit, no matter your background.
Learn more about Hatch