Community Operation Specialist

  • Networking
  • 1 week ago

Job Description

About the Role

This role will mainly handle any consults or critical issues (Phones or Messaging) as they are expected to have subject matter expertise in the LOB, with knowledge on handling issues/situations that do not have existing logic. Logic/process improvement is also one of the main deliverables for this role.

What the Candidate Will Do

  • Provide 5-star customer support through emails and phone calls to our Uber riders and driver-partners with timely and clear response and solution.
  • Support projects and deliver high quality outcomes with efficiency and accuracy.
  • Proceed investigations on cases with media thread, legal concerns and any kinds of high risk critical issues.
  • Provide insight to our stakeholders in a timely manner through a correct channel or meeting by logical communication.
  • Help in improving processes, so we always optimize for better customer experience. This involves communicating with high value clients and eye to retention in times of problems for the clients and companies.
  • Identify patterns and help in making the support systems better as we scale.
  • Maintain high quality in core work.
  • Contribute to build the team and the organization for long term success.

Basic Qualifications

  • 1-2 years of work experience.
  • Bachelor's degree.
  • Outstanding written and verbal communication skills in both Chinese and English.
  • Demonstrated clear and concise communication skills with the ability to synthesize a lot of information quickly, highlight the key takeaways, and disseminate practical insights.
  • Strong eye for detail which includes identifying customer problems swiftly and correctly while solving queries as this can impact company relations.
  • Equipped with problem-solving skills and a strong customer-obsessed approach.
  • Ability to think independently and express in a logical manner.

Preferred Qualifications

  • Passion for data analysis and the ability to drive defect reduction, process improvement, and tool enhancements is a plus.
  • Outstanding written and verbal communication skills in English is preferred.

About the Team

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. At our Centers of Excellence (COEs), we hire Community Support Representatives, Managers, and many other significant roles to support business needs and continued growth. Employees in the customer operations teams are responding to tickets submitted virtually by customers and offer high-touch customer support.

About Uber

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.

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.

Apply Now