What the Candidate Will Do
- Social Media - Ticket Handling
- Communicate with high profile riders and influencers on social media and represent Uber’s support spirit
- Manage escalations from various internal teams i.e. IRT, ECR, Cross support, CEO Escalations, Stakeholder Escalation, MFI escalations, provide language support to SL/BD, supports Driver Escalation from BPOs and keep a sharp focus on HighPriority queue for critical safety escalations.
- Have the ability to handle safety-related escalations on social media with empathy and presence of mind while working with relevant teams internally to get them resolved on time
- Provide top-notch customer support through emails and phone calls alike for all of our audiences, if need be. We take pride in the fact that we treat riders and driver-partners as equals and we’d want you to be on the same page
- Help in improving processes and never shy away if you have to build a new process. We always optimize for better customer experience
- Identify patterns and help in making the support systems better as we scale
- Voice and speech capabilities
- Should be able to take calls and confidently interact with customers from any social background by effectively listening, understanding and speaking in English. Other regional languages are a plus
- RCA and deep dives
- Should have intermediate knowledge on Excel/Word/Slide to extract data, frame basic models and represent it on documents/slides
- Understand post virality, have the ability to monitor and control it
- Be able to report viral post trends so internal teams can take the right action in a timely manner
- Monitor the social media handles of Uber, which are essentially Twitter and Facebook with a dash of Instagram as well
- Have the expertise to communicate with celebrities who raise support tickets on social media (COEs, actors, sports personalities, journalists, writers, etc)\
- Insight generation
- Should be able to relate support opportunities with Uber’s business needs and hence identify process/policy insights from BAU activities
- Creative Responses
- Positive Engagement: Must be able to write positive appreciation-worth responses on social media to transform negative experience to a positive one.
- Killer Response: Should be able to identify opportunities where we can write virality-worthy responses which get social media traction. In turn leads to positive brand sentiments.
- Delighter Program:Should be inclined to engage with the Rider/drivers on Social, ideate a delighter and execute it end to end for creating positive stories on social media.
- Understanding Social Media platforms and metrics
- Should have acquired understanding about Social Media platforms and various metrics accepted globally. Should also be using these platforms to keep one updated about recent policies and features
Basic Qualifications
- Strong Verbal And Written Communication
- Outstanding written and verbal communication skills with proven ability to write clear, concise, and accurate messages
- Demonstrate awareness of social media trends/developments and how those can be implemented to improve community engagement/customer service
- In-depth knowledge of and enthusiasm for social media Expertise and interest in social media best practices and a willingness to innovate
- Familiarity with Google Drive, especially Google Spreadsheet and Google Docs Ability to maintain a professional and calm demeanor while juggling multiple, high-priority tasks concurrently
- Flexible hours and ability to work mornings, evenings, and weekends to cover hours of operation as needed.
- Ability to stay calm under high-pressure situations
- Must be Graduate
Prefered Qualifications
* 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 .