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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.
What You Will Do
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
Basic Qualifications
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
About the Team
Our Community Support Teams are all about process efficiency, and as a part of the Content Team, you would be ensuring that these teams of strong performers are able to continuously provide world-class support to everyone involved in the Uber experience. This role is about crafting scalable, intuitive, and effective support materials that will be rolled out to Australia and New Zealand.
At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We've grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.
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.
Uber

Taguig City, Metro Manila
Permanent
Full-time