COE Specialist II

6 days ago

Hyderabad, Telangana, India Uber Full time ₹ 2,00,000 - ₹ 8,00,000 per year

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

Your Impact In Role

  • Solving difficult problems: Seek to understand the complexity of customer issues, and employ your critical thinking, problem solving, and case management skills to proactively solve these contacts effectively and efficiently.
  • Educating our customers for future: Play a meaningful role in proactively educating customers and provide alternative user experience support channels.
  • Being customer centric: Be empathic to our customer's 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 solve 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.

The Experience You'll Bring

  • 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 confidently 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 handling customer queries in a dynamic, constantly evolving environment.

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