Customer Service RepresentativeUber

The Social Operations Response Team (SORT) supports all concerns and queries, big and small, across our Facebook and Twitter social channels.
The team is critical in ensuring that our Uber voice always remains consistent and that we maintain an effortless, fast and efficient support experience in our social media platform. No matter where a rider or driver contacts us, we will provide consistent customer support for every interaction. We are responsible for offering quick and reliable service over social media and allowing our riders and driver-partners to be able to easily contact us and not have to jump through hoops to get resolutions.
What You Will Do
You will provide fast and efficient support experience to issues and concerns raised through our social media platform
You will be the voice of Uber in Australia and New Zealand on social media. You will provide consistent customer support for every interaction keeping in mind that our Uber voice should always remain consistent no matter where a rider or driver contacts us
You will resolve general user concerns and immediately raise critical incidents to the appropriate team
Communicate with partners to report sentiments trends and sentiments, edge cases, and other occurrences, provide feedback to the ANZ business to help keep a tight loop in preventing future incidents
Look for opportunities to improve social media support interaction, seeking to deliver standard methodology operations that achieve customer experience, risk mitigation, quality, consistency, and efficiency
Basic Qualifications
Work experience in high energy and productive environment
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
Passion for crafting support experiences that exceed users' expectations *
Willingness to work in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of users
A willingness to work on different shifts, totaling 40 hours per week, including weekends and weekly evening shifts
Customer Advocacy - You have a customer-focused attitude and have a deep understanding of the user experience and the ability to resolve critical incidents in an empathetic and customer-centric way
Critical Thinking - Your ability to analyze and evaluate cases, to be able to think clearly and rationally about what to do and how to respond especially in edge cases or scenarios
Clear Communication - Your ability to confidently and effectively articulate your thoughts and recommendations, to communicate concerns with partners and/or other team members
Operational Excellence - You're able to stay on top of operations. You're reliable and are quick to spot problems so solutions could be deployed in real-time. You take our metrics seriously and stop at nothing to get them to stay green every week
Can work independently with minimal direction - Efficient and highly organized and has demonstrated ability to handle tasks efficiently without compromise to quality
Preferred Qualifications
A bachelor's degree from any field is preferred but not a requirement
Tool literacy - You are able to quickly understand/learn and use Uber internal tools to source the necessary data points to support investigations
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.
Uber

Taguig City, Metro Manila
Permanent
Full-time