COE Specialist II

About the Role

As a Customer Support Specialist, you take ownership of resolving issues for customers. You use your customer-centricity, problem-solving, and critical thinking skills to take on the most sophisticated and exciting customer concerns. You will be the voice of Uber for customers and build advocates out of even the most frustrated users, and you're always looking for outstanding and exciting ways to improve their experience

ECR directly deals with contacts received by the Executive Leadership Team and delivers best-of-a-kind customer support to the riders while also continuously updating and staying vigilant with senior leadership tagged on the issue. The Handover Team handles predetermined partner concerns in Happiness, which are separated from True Escalations.

The COSs need to interact with multiple functions within Uber at a daily level to solve customer issues of top-segmented rider/ raised contacts. With excellent poise, tact, and a calm mind, these agents strive to improve customer experience.

What the Candidate Will Need / Bonus Points
- What the Candidate Will Do -

• Solving difficult problems: Seek to understand the complexity of customer issues, and employ your critical thinking, problem-solving, and case leadership skills to proactively solve these contacts successfully and efficiently.
• Educating our customers for the future: Play a meaningful role in proactively educating customers and providing alternative user experience support channels
• Being customer-centric: Be conscientious of our customers' issues, and provide outstanding customer service to turn their negative experiences into positive ones.

• Working collaboratively with others: Work closely with regional leadership and your team to tackle difficult issues and provide insights that improve the quality of Uber's customer support to drive a culture of learning and continuous improvement within the company.

• Basic Qualifications -

Graduation
- Preferred Qualifications -

• Comprehension skills: Excellent comprehension skills (active listening and reading), and ability to fully understand the issue and identify its root cause.
• Communication skills: Excellent composition skills (speaking and writing) to expertly and spontaneously address all issues with clear and direct communication, across different audiences and modalities (like chat, email, phone).
• Problem-solving skills: Ability to break down sophisticated problems, offer well-thought-out recommendations, and push problems to resolution
• Work experience in customer service: Experience of handling customer queries in a dynamic, constantly evolving environment