COE Specialist I

작업 내용

About The Role

The Social Operations Response Team handles rider and driver-partner concerns pan India, with utmost elan and efficiency and via Twitter, Facebook, emails, and phone calls alike. The team works in close coordination with the IRT, ECR, and governance team to help users who reach out to us via social media.

What The Candidate Will Need / Bonus Points

• What the Candidate Will Do --—
• Social Media - Ticket Handling
• Connect with high profile riders and influencers on social media and represent Uber’s support spirit
• Handle user problems from various internal teams i.e. IRT, ECR, Cross support, CEO Escalations, Partner Issue, MFI issues, provide language support to SL/BD, supports Driver Issue from BPOs, and keep a sharp focus on high priority queue for critical safety issues.
• Have the ability to handle safety-related issues on social media with empathy and presence of mind while working with relevant teams internally to get them resolved on time
• Provide top-notch customer support through emails and phone calls alike for all of our audiences, if need be. We take pride in the fact that we treat riders and driver-partners as equals, and we’d want you to agree
• Help in improving processes and never shy away if you have to build a new process. We always optimize for a better customer experience
• Identify patterns and help in making the support systems better as we scale
• Voice and speech capabilities
• Should be able to take calls and confidently interact with customers from any social background by effectively listening, understanding, and speaking in English. Other regional languages are a plus
• RCA and deep dives
• Should have intermediate knowledge on Excel/Word/Slide to extract data, frame basic models, and represent it on documents/slides
• Understand post virality, have the ability to supervise and control it
• Be able to report viral post trends so internal teams can take the right action in a timely manner
• Supervise the social media handles of Uber, which are essentially Twitter and Facebook with a dash of Instagram as well
• Have the expertise to connect with celebrities who raise support tickets on social media (COEs, actors, sports personalities, journalists, writers, etc)
• Insight generation
• Should be able to relate support opportunities with Uber’s business needs and hence identify process/policy insights from BAU activities
• Creative Responses
• Positive Engagement: Must be able to write positive appreciation-worth responses on social media to transform the negative experiences into a positive one.
• Killer Response: Should be able to find opportunities where we can write virality-worthy responses which get social media traction. In turn, leads to positive brand sentiments.
• Delighter Program: Should be inclined to engage with the Rider/drivers on Social, ideate a delighter and complete it ends to end for creating positive stories on social media.
• Understanding Social Media platforms and metrics
• Should have acquired understanding about Social Media platforms and various metrics accepted globally. Should also be using these platforms to keep one updated about recent policies and features
• Basic Qualifications --—
  

Strong Verbal And Written Communication (REQUIRED)

• Outstanding written and verbal communication skills with proven track record to write clear, concise, and accurate messages
• Demonstrate awareness of social media trends/developments and how those can be implemented to improve community engagement/customer service
• In-depth knowledge of and enthusiasm for social media Expertise and interest in social media standard methodologies and a willingness to innovate
• What the Candidate Will Do --—
• Familiarity with Google Drive, especially Google Spreadsheet and Google Docs Ability to maintain a professional and calm demeanor while juggling multiple, high-priority tasks concurrently
• Flexible hours and ability to work mornings, evenings, and weekends to cover hours of operation as needed.
  

At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We’ve grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.

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.