Coe Specialist Ii

The Social Operations Response Team handles rider and driver-partner concerns across India with utmost elan and efficiency and via Twitter Instagram Facebook emails and phone calls alike The team collaborates closely with the IRT ECR and governance team to help users who contact us via social media What the Candidate Will Need 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 support 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 experiences into 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 to create 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 Preferred Qualifications 1 Minimum Year of Experience with Customer SupportWe welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently If you have the curiosity passion and collaborative spirit work with us and let s move the world forward together Offices continue to be central to collaboration and Uber s cultural identity Unless formally approved to work fully remotely Uber expects employees to spend at least half of their work time in their assigned office For certain roles such as those based at green-light hubs employees are expected to be in-office for 100 of their time Please speak with your recruiter to better understand in-office expectations for this role 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 Uber is proud to be an equal opportunity workplace We are committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity Veteran Status or any other characteristic protected by law