senior phone Support specialist - u4bUber

To make sure that we provide best-in-class support to our customers, we need to ensure that we have specialists in all fields and subjects throughout the business.
To support that vision, we are looking for an experienced Customer Service Specialist(CSS) for the Uber for Business (U4B) phone support.
Our ideal candidate for the role is expected to have excellent business communication skills with outstanding phone handling capability. Our candidate not only has a logical thought process but is also a creative problem solver who has a love for continuous improvement initiatives and can think both strategically and tactically.
The CSS must thrive in a fast-paced environment that is continuously evolving and growing.
What You Will Do
Handling phone support with zeal and immense customer focus on providing the best customer experience.
Addressing partner concerns with sharp attention to detail and proper management of customer expectations skills.
Ensuring that all phone calls are properly documented and relevant fields are covered.
Handling email support for U4B customers.
Ensuring that the queue is well handled throughout the shift.
Ensuring that productivity metrics allocated for U4B are met.
Knowledge Champion:
Strong understanding and knowledge of U4B, keeping up to date with all updates and ongoing initiatives.
Able to understand the gaps in the knowledge process and identify them to the team leaders.
Process Improvement Advocate:
Raising relevant C360 issues and work with the relevant partners through to resolution.
Find opportunities for continuous improvement for your area of expertise along with developing & optimizing new processes.
Quality Assurance:
Ensuring quality of conversations with customers is at the forefront of all tasks.
Provide opportunities to the team leaders to help increase customer satisfaction
Promote the "Voice of the Customer" by ensuring outstanding support by performing root cause analysis and leading projects to identify issues/solutions and assist our business to reach a world-class Customer support experience.
Basic Qualifications
Exceptional business communication skills - Fluent in verbal and written English for a business environment
Empathetic, Patient, and an Active Listener: Able to exercise these traits while handling calls and critical issues
Detail Oriented: Proven ability to multi-task and follow-through while paying strict attention to detail.
Problem Solver: Ability to evaluate information or situations & break them down into their key components. Apply strategic & critical thinking to consider various approaches & creative solutions to complex problems.
Identifying pattern: Ability to identify patterns on the calls and emails that come through and provide feedback to the team leader.
Process Driven: Ability to adhere to the process, question areas for improvement, and suggest the best course for action.
Naturally Curious: Coach-ability, open to incorporating feedback, and dedication to the improvement of your craft.
An Owner: Passionate and driven, you are deeply committed to taking Uber support to the next level and rise to the occasion to solve problems, big and small. You have the initiative to solve problems on your own.
Positive: An infectiously positive attitude and drive to win; hustle with determination.
Passionate: A genuine passion for Uber and exceptional customer support experiences.
Preferred Qualifications
At least 1 year of phone support experience preferably in a B2B setting.
Prior experience in Salesforce is a plus.
About the Team
Uber for Business is a fast grown line of business for Uber. Uber for Business deals with companies that provide rides for their employees and guests. It is an innovative process to integrate corporate travel within the client systems that require little oversight by the client.
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.
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.
Uber is committed to a safe workplace. We have implemented COVID-19 safety protocols that meet or exceed local public health guidelines. Workplace safety remains our number one priority. As a result, and depending on the workplace location, Uber either requires* or recommends employees be vaccinated to access any of our facilities; this is subject to change solely at the Company's discretion.
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
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Uber

Taguig City, Metro Manila
Permanent
Full-time