Customer Escalation Specialist

4 weeks 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**

The 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 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**:

- ** Comprehension skills**:Excellent comprehension skills (active listening and reading), and ability to fully understand the issue and identify its root cause.
- ** 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 (11 pm - 7 pm) 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 wellbeing. These benefits have been designed with #
**OneUber** in mind, supporting the whole you and the way that you work best.
- We provide our employees with monthly **Uber credits** to use against the full value of Eats & Rides (whichever applicable in your market) plus a 17% discount (excluding non-restaurant food deliveries) on orders through our App (which exists even when your credits expire).
- Family comes first, and our **paid parental leave** (minimum 18 weeks full pay with additional benefits or paid leave depending on your location) is accessible for all new parents from day 1 (with no tenure requirement). New parents at Uber will also receive access to Cleo, flexible return to work options, and additional Uber credits during their period of leave (because let's face it, who wants to cook with a little one around?)
- ** Starting a family** is a magical journey - At the same time, it can be challenging and stressful. Employees are eligible to reimburse costs relating to infertility treatment, egg/sperm freezing, adoption and surrogacy up to a lifetime benefit limit.
- ** Personal health and wellbeing** - depending on location, you can access a healthcare plan or reimbursement for a plan of your choice up to a nominated value. You will also receive a monthly wellbeing allowance to use throughout the year across a range of items including; gyM/Fitness memberships, mindfulness apps, fitness equipment, ski passes and more. We also provide Employee Assistance Programs (EAP) that connect you to resources & support.
- Uber has always been a flexible organisation and

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