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Customer Escalation Specialist

4 months ago

Sydney, Australia Uber Full time

**About the Team**

Community Operations is the heart and soul of our **#buildwithheart** approach at Uber. It deals with Uber’s matters between our customers, earners and partners at the enormous scale in which we operate. It is essentially the workhorse that helps operationalise every new and existing product and idea that Uber creates - it truly is an organisation that touches every part of the Uber business

**About the Role**

As a Customer Escalation Specialist, you will take ownership of requests across all our critical and advanced lines of business, challenging yourself to solve the most complicated and interesting problems our users face. 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**:

- Provide a world-class customer service experience to Uber users
- Practice empathy to frustrated users and turn their negative experiences into positive ones
- Collaborate closely with the ANZ leadership team members as we resolve business-critical issues and make difficult decisions that impact our local operations
- Assist in projects that aim to improve the quality of support we provide all users of Uber in ANZ

**The Experience You’ll Bring**:

- Strong customer support and communication skills (written & verbal)
- Passion for delivering great customer experiences with an ability to identify customer needs and provide appropriate solutions
- Confidence in speaking - you will be the voice of Uber
- Ability to break down complex problems, offer well thought-out recommendations and push problems to resolution

**Additional Details**:

- Shift based, totaling 40 hours per week
- Weekends, holidays, morning (7am-3pm) or afternoon (11am - 7pm) shifts are required
- This role is in-office and exclusive to our Sydney site
- Visa Sponsorship is not available

**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 and Grocery (whichever applicable in your market) plus a 17% discount on orders placed 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?)
- 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.
- When you are in the office, we have an amazing range of facilities accessible for all Uber employees. Our dedicated facilities teams host regular events and opportunities to connect, as well as arranging the food program; catered lunch / breakfast (location dependant) and you’ll find our kitchens fully stocked with a variety of healthy (& not so healthy) snacks & drinks.

**Unsure if this role is the right fit for you?**

**Job Types**: Full-time, Permanent

**Salary**: $66,000.00 per year

**Benefits**:

- Employee discount
- Free drinks
- Free food
- Gym membership
- Health insurance
- Professional development assistance
- Referral program

Schedule:

- 8 hour shift
- Afternoon shift
- Day shift
- Evening shift
- Morning shift
- Public holidays
- Rotating roster
- Weekend availability

Ability to commute/relocate:

- Sydney, NSW 2000: Reliably commute or planning to relocate before starting work (required)

Work Authorisation:

- Australia (required)

Expected Start Date: 06/03/2023