COE Specialist I - DACT Team

About the Role

COE Specialist I

CSR's will provide excellent support through their interactions with their customers to deliver world class standard of customer service. Will be able to naturally build rapport and engage with customers on all interactions. CSRs must be able to support both Ticket systems and Phone Calls (Inbound & Outbound) or Chats

What You'll Do

1. Provide support to drivers and riders through different support channels within expected SLAs
2. Drive analysis on common issues and work along with the SME on continuos improvement initiatives.
3. Handle email escalations from other departments, assuring full resolution timely and high communication level.
4. Analyze risk and safety incidents and drive decisions according to our policies and guidelines advocating for driver / rider fairness.
5. Apply analytical thinking and request deviations for current processes or policies to ensure a right resolution.
6. Act as the second level of support and data verification from previous safety and fraud deactivations.

1. Excellent Customer Service Skills
2. Customer Service experience is a plus
3. Excellent verbal, written and interpersonal communication skills
4. Multitasking
5. Deliver high-quality service across multiple support platforms (email, chat, phone)
6. Be a passionate advocate for riders and drivers while answering any questions that come your way
7. Show empathy to frustrated riders and drivers while solving problems and addressing unsatisfactory experiences
8. Build loyalty among new users and get our early adopters to fall in love with Uber all over again Triage issues and escalate them when necessary
9. Must be able to connect what users are asking for with answers to their true issues.
10. Passion for helping others and creating support experiences that exceed users' expectations.
11. Ability to troubleshoot problems and find speedy resolutions.
12. Skilled at handling multiple issues at once to efficiently solve a large number of inquiries.
13. Must work well in a team environment, contributing to a synergistic work environment where people learn from one another and continuously improve processes on behalf of users.
14. High school diploma
15. No criminal background records
16. Typing skills (Voice: 25 words per minute with 90% accuracy) (Chat: 35 wpm, 90% accuracy)
17. For English, the level required is B1+
18. Schedule flexibility