About the Role
At Uber, providing outstanding support that establishes trust for users is a core feature of our product experience. We invest in it and believe in providing the highest quality service in the most compelling and efficient way. In the French Driver Line of Business (LOB), you'll help drivers improve their experience through messaging and callbacks. The right candidate is always seeking innovative and exciting ways to resolve problems with exceptional support and communication. You will have a strong understanding of our policies and logic, ensuring that issues are resolved promptly. This is a full-time opportunity to work with an outstanding operations team on the daily functions that are at the core of Uber.
What You'll Do
Connect user inquiries with accurate solutions to their underlying issues.
Investigate case details to determine the root cause of problems.
Troubleshoot issues and find quick resolutions.
Resolve a high volume of contacts through various support modalities, including emails, tickets, and inbound and outbound calls.
Learn and master multiple applications and resources, including contact management systems and knowledge bases.
Triage and escalate urgent issues to ensure timely resolutions.
Complete thorough documentation and notation on customer contacts and trends.
Communicate quickly and effectively with internal and external stakeholders.
Provide feedback to leadership and program teams regarding processes and trends.
What You'll Need
Ability to work weekends, holidays, and outside a standard 8 to 5 shift.
Customer empathy: A deep understanding of the user experience and the ability to resolve customer support requests thoughtfully and creatively.
Strong written and verbal communication skills: An effective communicator and listener who adapts easily to varied communication methods.
Collaboration: Value teamwork and contribute to a synergistic work environment where people learn from one another.
Problem-solving: Ability to leverage multiple resources to inform and support critical decisions.
Excellent organization: Effectively prioritize work to address the highest-impact issues first.
Optimism: Motivated by challenges and approach problems with a positive attitude.
Ability to remain calm under pressure: Troubleshoot problems and find quick resolutions in high-pressure, time-sensitive situations.
Desire to learn: A highly motivated self-starter eager to learn and grow, and receptive to feedback.
High flexibility: Ready to adapt to changes when necessary.
Bachelor's Degree in Business, Communications, English, or Journalism.
Support experience in a high-volume environment, such as service industries, retail, or hospitality.
Crisis counseling experience.
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