Safety Investigations Specialist II

24 hours ago

Hyderabad, Telangana, India Uber Full time ₹ 36,00,000 - ₹ 52,00,000 per year

#Greatmindsdontthinkalike:
At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

About The Team
Community Operations is the heart and soul of our
#BuildWithHeart
approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber

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 II
, 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 .

Your Impact In Role

  • Great communicator: You build trust with riders and driver-partners through your communication. You have a way with words and enjoy expressing your thoughts in your emails and phone conversations that reflect the Uber hustle. As a global team it is imperative that you have a deep understanding of the audience that you are catering to find the right way to communicate with the target audience. Strong, grammatically correct english language skills is a necessity.
  • Empathetic: You are obsessed about customer experience, and instantly build a rapport with the riders and driver-partners by being empathetic, acknowledging the situation, and displaying a genuine willingness to help.
  • 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.
  • Process compliant: You should know how to balance freedom of expression and process compliance making it easy for riders and driver partners to feel Uber love while making it easy to analyze ways to scale support.

Basic Qualifications

  • 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

  • Customer empathy - You have a deep understanding of the user experience and the ability to resolve customer support requests in unique and creative ways.
  • Strong written and verbal communication skills including ability to listen effectively and to confidently voice concerns diplomatically.
  • Able to establish trust and effective working relationships with others
  • Ability to leverage multiple resources to inform and support critical decisions
  • Desire to learn - You're a highly motivated self-starter, with an eagerness to learn and grow, and you are receptive to feedback.
  • Adaptability - You are able to adapt to any situation, remain customer centric, and help drive to a resolution

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