Uber

#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person who can do the job, but an outstanding individual who can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

About the Role!

In this role, you will provide phone support to our key users and create a magnificent experience to build trust and encourage customer dedication. A key part of this role will be to provide service to members of Uber's Leadership Team. As a Community Relations Specialist, you will provide thorough, detailed support using various support platforms (email, chat, phone) to develop case details, analyze information, and provide recommendations to key team members.

What the Candidate Will Need:

• Excellent communicator: You build trust with riders and driver-partners through your communication. You have a way with words and enjoy expressing your thoughts in your emails and phone conversations that reflect the Uber hustle. As a distributed team it is imperative that you have a deep understanding of the audience that you are catering to find the right way to connect with the target audience. Strong, grammatically accurate English language skills are a necessity.
• Empathetic: You are passionate about customer experience, and instantly build a rapport with the riders and driver-partners by being insightful, acknowledging the situation, and displaying a genuine willingness to help.
• Problem solver: Not all customer issues are straightforward. You are someone who is passionate about putting the customer first and finding the right solutions no matter how challenging the situation.
• Process compliant: You should know how to balance freedom of expression and process compliance making it easy for riders and driver partners to feel Uber love while making it easy to analyze ways to scale support.
• Comfortable with ambiguity: You enjoy a high pace of work and an environment where all answers are not readily available but will need you to be a part of finding answers. Since we are in the initiation phase for the team, an inclination to crafting processes ground up is an added advantage.

What the Candidate Will Do

As a Safety Investigations Specialist II in the India SA Safety team, you will engage with Uber customers or driver-independent drivers who have experienced Safety (Harm or Injury) issues on an Uber trip.

Alongside that, you might also from time to time be engaged to work on other side projects/new product support initiatives, etc.

Below is a non-exhaustive list of items that may help understand the role requirements better

• Be an excellent communicator: You build trust with riders and driver-drivers who use Uber/the Uber network/platform through your communication. You have a way with words and enjoy expressing your thoughts in your emails and phone conversations that reflect the Uber get ahead.
• In a safety-focused team, it is imperative that you have a deep understanding of the audience that you are catering to, to find the right way to connect with the target audience. Strong, grammatically accurate English & Hindi language skills are a must.
• Be customer-obsessed: You are passionate about customer experience, and instantly build a rapport with the riders and driver-drivers who use Uber/the Uber network/platform by being enlightening, acknowledging the situation, and displaying a genuine willingness to help.
• Be a problem solver: Not all customer issues are straightforward. You are someone who is passionate about putting the customer first and finding the right solutions no matter how challenging the situation.

Basic Qualifications

Must be a graduate, Should have Calling experience of 1-year minimum

Candidates should be able to communicate optimally in English & Hindi.

Customer emotional intelligence - You have a deep understanding of the user experience and the ability to resolve customer support requests in unique and creative ways.

Strong written and verbal communication skills including the ability to listen optimally and to authoritatively voice concerns respectfully.

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.

Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

• Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.