Customer Service specialist - anzUber

Safety Investigations Specialists are passionate about supporting all the platform after possibly their worst ever Uber experience. They build advocates by looking for outstanding ways to solve problems and build a positive experience for drivers, riders, eaters and delivery customers.
The Manila Deactivations team adjudicates some of the most serious safety incidents impacting users of the Uber platform. The team reviews and investigates critical incidents and works closely with ANZ partners (SLOs, Legal, Comms, Law Enforcement Outreach, etc) to provide resolution to all users' safety concerns and ensuring issues are resolved promptly and accurately or escalated accordingly.
What the Candidate Will Need / Bonus Points
Review some of the most critical safety incidents/accidents in platforms from different users in Australia and New Zealand
Understand the critical nature of the incidents that you are handling by efficiently recommending whether a user should be prohibited in using the Uber app or not
Take ownership of cases that are being assigned in the queue and are pending to be resolved
Proactively consolidate and provide insights to the ANZ business to help close the loop in preventing future critical incidents
Look for opportunities to improve the way our critical support teams handle incidents, seeking to deliver best practice operations that achieve customer experience, risk mitigation, quality, consistency and efficiency
Help in improving processes and never shy away to build a new process. We always optimize for better customer experience
---- Basic Qualifications ----
1+ years of total work experience in a high-growth, high energy, high pressure, productive and constantly evolving environment
Excellence in both written and spoken English with ability to clearly and optimally communicate ideas in multifaceted audiences
Investigative and truth-seeking attitude, embracing a curious and analytical mindset to find facts and full understanding of the situation.
Exceptional eye for detail, carefully checking everything, knowing that even a small error could lead to potential risk.
Critical thinking to analyse and evaluate issues to form candid and reasonable judgement that is logical and well thought out based on available information
Excellent problem-solving skills, able to identify, define problems and generate or recommend solutions that are appropriate and effective
Willingness to work on different shifts, totaling 40 hours per week, including weekends, holidays, and weekly evening shifts
Willing to be moved to different projects and accounts or where the business needs them
At Uber, we ignite opportunity by setting the world in motion. We tackle 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 is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing .
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.
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