Uber COE Specialist II 

United States, West Virginia 

373031177

Your Impact in Role

• Provide 5-star customer support through emails and phone calls to our Uber users with prompt and clear response and solution.
• Support projects and deliver high quality outcomes with efficiency and accuracy.
• Proceed investigations on cases with media thread, legal concerns and any kinds of high risk escalations.
• Provide insight to our stakeholders in a timely manner through a correct channel or meeting by logical communication.
• Help in improving processes so we always optimize for better customer experience. This involves communicating with high value clients and eye to retention in times of problems for the clients and companies.
• Identify patterns and help in making the support systems better as we scale.
• Maintain high quality in core work.
• Contribute to build the team and the organization for long term success.

What You Will Need

• Great communicator: You build trust with customers and stakeholder through your communication. You have a way with words and enjoy expressing your thoughts in your emails and phone conversations that reflect the Uber hustle. As a global team it is imperative that you have a deep understanding of the audience that you are catering to find the right way to communicate with the target audience. Strong, grammatically correct English, Mandarin language skills are a necessity.
• Empathetic: You are obsessed about customer experience, and instantly build a rapport with the customers by being empathetic, acknowledging the situation, and displaying a genuine willingness to help.
• Problem solver : Not all customer issues are straightforward. You are someone who is passionate about putting the customer first and finding right solutions no matter how challenging the situation.This not only involves great amount of research to ensure that we
• Process compliant : You know how to balance freedom of expression knowledge base and process compliance making it easy for customers to feel Uber love while making it easy to analyze ways to scale support
• Comfortable with ambiguity: You enjoy a high pace of work and an environment where all answers are not readily available but will need you to be a part of finding answers. Since we are in the initiation phase for the team, an inclination for creating processes ground up is an added advantage.
• Fun to work with: You are hardworking, a great team player, and a lot of fun to work with.

Basic Qualifications

• 1+ years of work experience.
• Bachelor's degree.
• Outstanding written and verbal communication skills in both Mandarin and English.
• Demonstrated clear and concise communication skills with the ability to synthesize a lot of information quickly, highlight the key takeaways, and disseminate actionable insights.

Preferred Qualifications

• Strong eye for detail which includes identifying customer problems swiftly and correctly while solving queries as this can impact company relations.
• Equipped with problem-solving skills and a strong customer-obsessed mindset.
• Ability to think independently and express in a logical manner.
• Word/Excel/Powerpoint management skills are preferred.

* 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 .