Customer Escalation Specialist

As a Customer Escalation Specialist at Uber, 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
• 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
• 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

Junior

A role for someone with some basic skills, good motivation and ability to learn. Typically little experience is required.

Query Handling

Address and resolve queries, questions, and problems to ensure positive customer outcomes and experiences

Complaints Resolution (online / live chat)

Log, investigate, and resolve customer dissatisfaction or problems via online platforms, to improve negative customer experiences

Complaints Resolution

Log, investigate, and resolve customer dissatisfaction or problems, to improve negative customer experiences

Written communication

Writes in a clear and structured format to convey information and ideas effectively to a target audience

Critical thinking

Identifies and synthesizes patterns and trends amongst various sources of information to reach a meaningful conclusion, perspective or insight

Problem Solving

Identifies problems and develops logical solutions that address the problems