#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 an outstanding 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
The Merchant Support Team provides end-to-end support for non-critical restaurant issues for Merchant partners in the Australia & New Zealand region. The key responsibility of an agent is to resolve cases based on a mix of logic and principle via multi-modality and own the overall customer experience from beginning to end.
About the Role
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The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers, and Uber's Centers of Excellence (COEs) are contact management centers dedicated to making that happen 24/7. At our COEs, we hire Community Support Representatives, Managers, and many other important roles to support business needs and continued growth. Employees in the customer operations teams are responding to tickets submitted virtually by customers and offering in-person customer support.
Your Impact in Role:
- Provide world-class customer service experience to merchants via email and phone calls.
- Take ownership of raised requests across different restaurant partners/merchants, challenging yourself to solve the most complicated and interesting problems our users face.
- Practice empathy to frustrated users and turn around their negative experiences into positive ones. #CustomerObsession
- Proactively drive resolution for all cases assigned to you. Some CTGs may still be transactional in nature but many will require clarification and waiting on responses. At any given time, agents may need to balance 5-10 cases in their name which are waiting on responses from merchants.
- Proactively follow up and chase merchants for their responses through email and outbound calling.
- Raises C360 requests for operational issues and content updates as necessary.
- Submits product or system-related bugs, outages, and problems via Ops Commander.
- Works with various key collaborators and POCs in the COE and onshore to resolve issues.
- Ensures Miscellaneous Payment guidelines are followed when a payment is required to resolve an RP issue.
- Drive process improvement and alignment by proactively flagging gaps and actively participating in crafting appropriate action plans.
- Resolve raised contacts or file critical issues in C360 or JIRA.
- Stay updated on all product updates and raise unresolved questions with the Stakeholders.
- Daily/weekly huddles with Team, SMEs, and TL on common errors, FAQs, and standard methodologies.
- Update and draft state or regional logic in Salesforce.
- Other Ad-hoc task.
The Experience You'll Bring:
- Work experience in a high energy, productive, and customer-centric environment
- Excellence in both written and spoken English
- Exceptional comprehension and writing skills
- High proficiency using computers (typing, quickly navigating between various tools) and software
- Excellent problem-solving skills, ability to connect effectively what users are asking for with answers to their true issues.
- A willingness to work on different shifts, totaling 40 hours per week, including weekends and weekly evening shifts.
Preferred Qualifications:
- A bachelor's degree from any field is preferred but not a requirement.
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.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.