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Customer Escalation Specialist



Customer Service
Macquarie Park NSW 2113, Australia · Davao City, Davao del Sur, Philippines · Australia
Posted on Wednesday, September 13, 2023
#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organisation with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts. About The TeamThe APAC COE team believes in a #GoGetIt approach. Our successes are attributed to our people who are relentless to help others in any way we can. We handle critical concerns from safety to escalations, and make sure that the resolution matters to the customer - making each member an eventual promoter of Uber. The right time is always “now” when joining Uber and the COE; it has always been moving towards greater heights as we support a lot of markets - allowing you to learn every single day. About The RoleAs a Safety Investigations Specialist, you will take ownership of requests and solve customer tickets across all our critical and advanced lines of business through different modalities (phone, chat, message), challenging yourself to solve the most complicated and interesting problems our users face. You will present your insights to stakeholders and contribute towards the continuous improvement of our policy and services.You will create advocates out of even the most frustrated users, and you’re always looking for outstanding and exciting ways to improve their experience! Your Impact In Role
  • Solving difficult problems: Seek to understand the complexity of customer issues to proactively tackle these contacts effectively and efficiently.
  • Educating our customers for future: Play a meaningful role in proactively educating customers and provide alternative user experience support channels
  • Being customer centric: Be empathic to our customer’s issues, and provide outstanding customer service to turn their negative experiences into positive ones.
  • Working collaboratively with others: Work closely with regional leadership and your team to tackle difficult issues and provide insights that improve the quality of Uber’s customer support to drive a culture of learning and continuous improvement within the company.
The Experience You’ll Bring
  • Comprehension skills: Excellent comprehension skills (active listening and reading), and ability to fully understand the issue and identify its root cause.
  • Communication skills: Excellent communication skills (speaking and writing) to confidently and spontaneously address all issues with clear and direct communication, across different audiences and modalities (like chat, email, phone).
  • Problem solving skills: Ability to break down sophisticated problems, offer well thought-out recommendations and push problems to resolution.
  • Work experience in customer service: Experience handling customer queries in a dynamic, constantly evolving environment.
Working Hours
  • Shift based, totalling 40 hours per week
  • Weekends, holidays, and afternoon (7am - 3pm) shifts are required
What's in it for you?Uber's culture and values are at the core of everything we do so that our employees can better understand who we are and what it’s like to work at Uber today.We pride ourselves on the amazing team we’ve built. The driver behind all of our growth, our bold and disruptive brand, and the game-changing technology we bring to life is the people that make Uber, #OneUber.Doing your best work means being your best self. We offer a wide range of benefits and perks that are uniquely Uber to support your health and well-being. These benefits have been designed with #OneUber in mind, supporting the whole of you and the way that you work best. Read more about our benefits here: The benefits mentioned here, to the extent they are in addition to those minimum statutory requirements, are provided at Uber’s sole discretion and are subject to change in the future. Terms and conditions may apply to each benefit.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 this form.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.