Uber Customer Support Specialist II 

United States, West Virginia 

278322477

Your Impact In Role

• Provide world class customer support through emails and phone calls for companies and their employees
• 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
• Look into data on a WoW basis to check for trends and help in improving the support we provide for our riders and driver partners
• Handle Social Media Escalations when someone reports on Facebook/Twitter regarding an incident where their safety was compromised
• Handle VIP clients who were on the receiving end of a driver partner's wrong behavior
• Help in improving processes, so we always optimize for better customer experience. This involves communicating with high-value clients and eye for retention in times of - problems for the clients and companies
• Contribute to building the team and the organization for long-term success

Working Hours

• Total 40 hours a week, 5 days, 8 working hours every day
• Willingness to work during public holidays rotating day/ night shifts, rotating weekend offs
• Consecutive 5 days with 8 working hour shifts between 8am-11pm Hong Kong local time based on business needs

The Experience You'll Bring

• 1-2 years of customer support experience
• Open to all modes of support (email, phone support)
• Native Cantonese speaker with exceptional English written and verbal communication skills
• Problem-solving and critical thinking with detail-oriented
• Strong stakeholder management and communication skills (written & verbal)
• Strong customer obsession attitude with evidence of taking independent and appropriate decisions for platform users

* 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 .