Customer Escalation Specialist

2 months ago

Sydney, Australia Uber Full time

**#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 Team**

Community Operations is the heart and soul of our **#BuildWithHeart **approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber

**About the Role**

As 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**:

- **Experience in a metric-driven environment**: Proven experience working in roles where meeting KPIs and quality standards is essential, particularly in customer service or safety-related fields.
- **Strong attention to detail**: Ability to deliver high-quality reports that adhere to local regulations and standards.
- **Critical thinking and problem-solving**:Ability to think outside the box and provide creative, effective solutions to complex customer issues.
- **Experience in customer service**:Prior experience in dynamic, high-pressure environments where resolving customer queries quickly and accurately is essential.
- **Team collaboration and stakeholder management**: Proven ability to work collaboratively with teams and present insights to leadership for continuous improvement.
- **Customer-centric mindset**: A commitment to understanding customer needs and transforming negative experiences into positive outcomes through empathetic service and education.

**Working Hours**:

- Morning shift based: 7am-3pm
- Afternoon shift based: 11am-7pm
- Weekends & holidays are required

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