Uber Customer Support Specialist II Partial/Option work within Taiwan 

United States, West Virginia 

574850086

About The Role

The role requires someone who can own and take ownership of a complete incident and not just a contact. The team does not deal with issues such as cancellation and route, but more in terms of a rider being harassed or a partner being assaulted.

Your Impact in 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.
• Work on critical safety incidents reported by riders and driver partners.
• Document all incidents on JIRA (The safety incident reporting feature)
• Collaborate with partners and work towards any solution ideal for the incident.

The Experience You’ll Bring

• Native Mandarin speaker with exceptional English written and verbal communication skills
• Resistance to stress and pressure of working with high severity cases
• Experience working in a highly detail-oriented environment, demonstrating a high degree of diligence and accountability
• Open to all modes of support (email, phone support)

• Strong eye for detail which includes identifying customer problems swiftly and accurately while solving queries as this can impact company relations

• Stable internet connection at home

• Working space at home to make sensitive and confidential calls
• You will need to be legally authorized to work in Taiwan without visa sponsorship

Schedule

• Working days: 5 days a week (including weekends and/or public holidays) with 2 days rotational week off
• We are open to 2 modes of shift schedules as below:
• [ Rotational Shift ] - Rotating between 8am to 5pm, 10am to 7pm, 3 pm to 12am & 12am to 9am. Hybrid work mode (50% return to office on day shift)
• [ Night Shift ] - Rotating only between 3 pm to 12am & 12am to 9am. Fully remote work within Taiwan, with return to office requirement only for training and team day

* Required to report to the office once a quarter for team day.

* 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 .