At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.
We 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.
About the Role:
Community Operations Specialists are all about solving problems that both riders and drivers encounter. You create advocates out of even the most frustrated users, and you're always looking for unique and exciting ways to improve their experience. In this role you will provide support to ensure that issues are either resolved promptly or escalated accordingly.
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Basic Qualifications:
• Ability to stay calm under high pressure situations
• Open to work in cross-skilled environment
• Strong eye for detail which includes identifying customer problems swiftly and correctly while solving queries as this can impact company relations
• Willingness to work in shifts (rotating day/night shifts, rotating weekend offs -- total working hours will be 40 hours a week, 5 days, 8 working hours each day)
• Strong & proven expertise in strong, grammatically correct English language skills (both verbal and written)
• Sharp, motivated, hard-working coworkers in a fun office environment
• 0 -1 Minimum Years of Experience with Customer Support
• Communication Skills: Proficient in the English language, both in written and verbal modalities
• Written: Candidate should be able to construct grammatically correct sentences and able to detect grammatical errors
• Verbal: Ability to modulate, control rate of speech, pitch and pronunciation of words with little or no influence of the first language or regional variation; enunciation does not interfere with ease of understanding
• Analytical thinking Skills: Ability to analyze any given situation and make sense of the information at hand to draw a sound conclusion on what our customers are calling/writing in about
• Adaptability: Ability to adjust tone depending on the kind of interaction the customer's profile requires; should be able to show adaptability in the ever-changing work environment and treat every assigned project/task with its due importance
• Technical Skills: Should be able to navigate computer operating systems and has the ability to perform common functions in Microsoft and Google applications
• Behavioral attributes: Should be able to show adaptability in the ever-changing work environment and treat every assigned project/task with its due importance.
• Goal-oriented: Should be able to always work with the LOB goals in mind and deliver results that exceed expectations
Preferred Skills:
• 1+ years total work experience in high-growth, productive constantly changing environment
• Work experience in customer-centric industries (ex. Hotels, airlines, banking) is preferred
What will candidate do:
• Build, operate, scale and improve Community Operations with a heavy focus on solving problems and leading teams to deliver stellar outcomes. Continuous process improvement, advocating passionately on behalf of our community to influence the overall customer experience, and managing stakeholder relationships across the larger business to set the right expectations and deliver on them.
• Provide accurate, valid and complete information by using the right methods/tools
• Independent decision making
• Ready to work in a challenging and Target based environment
• Achievement of Targets on a monthly/weekly basis
• Strong Soft Skills & need to have good command over English
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication