COE Specialist II

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
• Communicate with high profile riders and influencers on social media and represent Uber’s support spirit
• Manage escalations from various internal teams i.e. IRT, ECR, Cross support, CEO Escalations, Stakeholder Escalation, MFI escalations, provide language support to SL/BD, supports Driver Escalation from BPOs and keep a sharp focus on HighPriority queue for critical safety escalations.
• Have the ability to handle safety-related escalations 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 be on the same page
• Help in improving processes and never shy away if you have to build a new process. We always optimize for 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 monitor and control it
• Be able to report viral post trends so internal teams can take the right action in a timely manner
• Monitor the social media handles of Uber, which are essentially Twitter and Facebook with a dash of Instagram as well
• Have the expertise to communicate 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 negative experience to a positive one.
• Killer Response: Should be able to identify 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 execute it end 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 ability 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 best practices and a willingness to innovate
  

---- What the Candidate Will Need ----

• 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 ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.

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