safety Investigations specialist iiUber

Safety Investigations Specialists are passionate about supporting all users of the platform after possibly their worst ever Uber experience. They build advocates out of the most frustrated users, looking for unique and insightful ways to tackle problems and build a positive experience for drivers, riders, eaters, and delivery. This includes direct engagement by calling all parties involved and end-to-end handling of some of the most urgent incidents in safety.
What You Will Do
Understand the critical nature of the incidents that you are handling and exercise risk mitigation to deescalate fraught conversations in real-time
Provide world-class customer service experience to all users via messaging and phone calls
Demonstrate active listening to ensure our users feel heard, understood and that appropriate actions are being taken
Take ownership of raised cases across our critical line of business, challenging yourself to tackle the most complicated and sensitive problems our users face
Practice empathy to frustrated and often emotionally distressed users and turn their negative experiences into positive ones.
Proactively engage users to sensitively gather more details about what may have been a very traumatic experience they have had while using Uber
Proactively consolidate and provide insights to the ANZ business to help keep a tight loop in preventing future critical incidents
Look for opportunities to improve the way our critical support teams handle incidents, seeking to deliver standard methodology operations that achieve customer experience, risk mitigation, quality, consistency, and efficiency
Help in improving processes and never shy away from building a new process when necessary. We always optimize for a better customer experience
Basic Qualifications
Customer service experience. You have a customer-focused approach and have a deep understanding of the user experience and the ability to resolve critical incidents in an empathetic and customer-centric way
Inbound/outbound call background or strong written & verbal communication skills including the ability to expertly and respectfully express opinions and voice concerns with customers and team members, to listen effectively, and to present effective written communication. You are highly proficient in English and understand the nuances of the Australian dialect, as you will be speaking with users over the phone daily.
Critical thinking and problem-solving. You are able to analyze and evaluate issues to form a candid and reasonable judgment that is logical and well thought out based on the information you have. You can identify, define problems and generate or recommend solutions that are appropriate and effective
Investigative and truth-seeking attitude. Adopting a curious and analytical approach to find facts and a full understanding of the situation
Eye for detail. You are attentive to detail and carefully check everything, knowing that even a small error could lead to potential risk
Preferred Qualifications
Can work independently with minimal direction. Efficient and highly organized and has demonstrated ability to handle tasks efficiently without compromise to quality
Emotional Intelligence. You are capable of handling all sorts of emotions judiciously and empathetically
Tool literacy. You are able to quickly understand/learn and use Uber internal tools to source the vital data points to support investigations
About the Team
The Manila Incident Response Urgent team handles some of the most serious safety incidents impacting users of the Uber platform. The team reviews and investigates critical incidents and works closely with other ANZ partners (SLOs, Legal, Comms, Law Enforcement Outreach, etc) to provide resolution to all users' safety concerns and ensure issues are resolved promptly and accurately or raised accordingly.
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