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The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers, and Uber's Centers of Excellence (COEs) are contact management centers dedicated to making that happen 24/7. At our COEs, we hire Community Support Representatives to support business needs and continued growth. Employees in the customer operations teams are responding to calls from customers and offering customer support.
Job Responsibility:
Provide high quality virtual customer support through 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 procedures
Requirements:
Problem Solving - Effectively resolving issues that involve people, things, and processes by using logic and common sense. Identifying the root cause of a problem as opposed to focusing on the symptoms
Critical Thinking - Ability to analyze the problem, apply logical and structured thinking to resolve problems accurately
Phone support experience
Exceptional English written and verbal communication skills
Exceptional reading and interpretation ability, attention to detail
Proficiency in productivity tools (email, calendar), Google Suite, or Microsoft Suite (Excel, PowerPoint)
Strong collaboration skills towards a shared sense of purpose