Customer Support Specialist

About the Role

The Incident Response Team handles safety concerns that come up on the Uber platform. The team works and manages all complex and critical incidents of this nature.

With safety as our top priority, the team is now looking for folks who can contribute to this by helping our clients involved in a safety incident. This person will help impacted users by investigating urgent incidents, enforcing safety standards, and taking decisive action to secure accounts, as well as report accurate data and insights to improve safety for all of Uber's customers.

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

• Shift work either 8AM - 5PM, 10AM - 7PM or 2PM - 11PM (based on business needs)
• 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

The Experience You'll Bring

• 1-2 years of customer support experience (preferred)
• 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

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