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Uber Safety Investigations Specialist II Night Shift 
United States, West Virginia 
504599720

24.06.2024
About the Role
  • You will need to provide thorough phone/email support to our customers and driver partners to build trust and encourage customer dedication
  • Accurately document case details, analyze information, and provide recommendations to important team members from time to time.
  • Identifies and advises on medium and long-term reputation risk, trigger-points, and scenarios
  • Provide insights to members of the Leadership Team to help drive continuous improvement.
  • Deep dives into the data and get involved in ad hoc tasks of team or Lob-specific projects

What You'll Do

Alongside that, you might also from time to time be engaged to work on other side projects/new product support initiatives, etc.

Below is a non-exhaustive list of items that may help understand the role requirements better

  • Be an excellent communicator: You build trust with riders and driver-drivers who use Uber/the Uber network/platform through your communication. You have a way with words and enjoy expressing your thoughts in your emails and phone conversations that reflect the Uber get ahead.

  • In a safety-focused team, it is imperative that you have a deep understanding of the audience that you are catering to, to find the right way to connect with the target audience. Strong, grammatically accurate English & Mandarin Chinese skills are a must.

  • Be customer-obsessed: You are passionate about customer experience, and instantly build a rapport with the riders and driver-drivers who use Uber/the Uber network/platform by being enlightening, acknowledging the situation, and displaying a genuine willingness to help.

  • Be a problem solver: Not all customer issues are straightforward. You are someone who is passionate about putting the customer first and finding the right solutions no matter how challenging the situation.

  • Be process compliant: You should know how to balance freedom of expression and process compliance making it easy for riders and driver-partners to feel the Uber love while making it easy to analyze ways to scale support.

  • Customer emotional intelligence - You have a deep understanding of the user experience and the ability to resolve customer support requests in unique and creative ways.

  • Strong written and verbal communication skills including ability to listen effectively and to confidently voice concerns diplomatically.

  • Desire to learn - You're a highly motivated self-starter, with an eagerness to learn and grow, and you are receptive to feedback.

What You'll Need

  • English and Mandarin Chinese
  • Experience in customer support (preferrably with phone support experience)
  • Able to establish trust and effective working collaborations
  • Ability to leverage multiple resources to advise and support critical decisions
  • Stable internet connection at home
  • Working space at home to make sensitive and confidential calls

Schedule

  • Rotational shifts between 3 pm to 12am & 12am to 9am (Option to work fully remote)

Working days: 5 days a week (including weekends and/or public holidays) with 2 days rotational week off

* Required to report to the office once a quarter for team day. If you are living outside of the Taipei area and travel requires overnight stay, Uber will cover hotel costs only.

* 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 .