Uber Customer Escalation Support - Fukuoka 

United States, West Virginia 

170057910

About the Role

Support the business with the following roles:

1. Operations & Escalations Support: They will handle any consults or escalations (Phones or Non Phone Modalities) as they are expected to have the subject matter expertise in the LOB. They should have knowledge on handling issues/situations that do not have existing logic based on guidance from program and senior leadership
2. Insights Generation : Able to make suggestions and recommendation to better support customer experience and further impact output positively.
3. Flexibility : Able to be trained in different facets of the business along with working different schedules if the business permits.

The Experience You'll Bring

Process Improvement and Insights Generation:Drive process improvement and alignment by proactively flagging gaps and actively participating in creating appropriate action plans.

Consistent Learning:Stay updated on all product updates and raise unresolved questions with the Stakeholders

Meetings: Daily/weekly huddles with SMEs/TLs on common errors, FAQs and best practices

Stakeholder Management: Strong partnership and can casually converse and partner with stakeholders/departments to get the job done.

Independent:Work independently with minimal supervison with Operations & RCOs

Log-in to phone/messaging support on critical volume/inflow hours/days. Resolve escalated contacts or file escalations in C360 or JIRA

The Experience You'll Bring

Insights Generation: Proactively generates and provide insights to further suggest improvements and work closely with the TLs in executing projects

Impeccable verbal and written skills in Japanese and English

Willingness to work in shifts (rotating day/night shifts, rotating weekend offs -- total working hours will be 40 hours a week, 5 days, 8 working hours each day); Also open to work on holidays in Japan

Preferred Qualifications

Presentation Skills:Can present information to an audience through competent use of data visualization and storytelling skills

* 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 .