Safety Investigation Specialist III

Uber

Website: uber.com
Job details:
About The Role

In this role, you will provide phone support to our rider and driver partners to build trust and encourage customer dedication. A key part of this role will be to provide insights to members of the Leadership Team to help drive continuous improvement.

As a Safety Investigations Specialist III, you will need to provide thorough, detailed support using various support platforms (email, chat, phone) & also thoroughly document case details, analyze information, and provide recommendations to key collaborators from time to time.

What the Candidate Will Need / Bonus Points

For Internal Candidates, exposure to Urgent IRT contacts will be a plus

For External candidates, supervisory experience of handling escalations(voice)

• Basic Qualifications
  
  

What The Candidate Will Need

Be an extraordinary communicator: You build trust with riders and driver-drivers who use Uber/the Uber network/platform through your communication. You have a way with words and enjoy expressing your thoughts in your emails and phone conversations that reflect the Uber try hard.

In a safety-focused team, it is imperative that you have a deep understanding of the audience that you are catering to, to find the right way to connect with the target audience. Strong, grammatically accurate English language skills are a must.

Be customer-obsessed: You are passionate about customer experience, and instantly build a rapport with the riders and driver-drivers who use Uber/the Uber network/platform by being informative, acknowledging the situation, and displaying a genuine willingness to help.

Be a problem solver: Not all customer issues are straightforward. You are someone who is passionate about putting the customer first and finding the right solutions no matter how challenging the situation.

Be process compliant: You should know how to balance freedom of expression and process compliance making it easy for riders and driver-independent driver to feel the Uber love while making it easy to analyze ways to scale support.

Graduation is a must

For Internal Candidates, IRT experience of at least a year is a must

For External candidates, overall experience of at least 3 years in a voice based contact center with a year's experience of handling partner concerns.

Proficient in English

• Preferred Qualifications
  
  

Working knowledge of SQL will be an added advantage. Click on Apply to know more.