Customer Support Specialist II

6 days ago

Taipei Taipei City, Taiwan Uber Full time $104,000 - $130,878 per year

#GreatMindsDon'tThinkAlike
At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that 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 Team
As Uber continues to grow, the Safety function needs to scale with it. From an initial focus on Mobility, to the ever expanding focus on Delivery and other growth bets, we support the continued safe and sustainable growth of Uber's operations.
#StandforSafety
is our core value and delivering on this is crucial for the long term success of Uber.

About The Role
The role requires someone who can own and take ownership of a complete incident and not just a contact. The team does not deal with issues such as cancellation and route, but more in terms of a rider being harassed or a partner being assaulted.

Your Impact in Role

  • You will need to provide thorough phone/email support to our customers and driver partners to build trust and encourage customer dedication
  • Accurately document case details, analyze information, and provide recommendations to important team members from time to time.
  • Identifies and advises on medium and long-term reputation risk, trigger-points, and scenarios
  • Provide insights to members of the Leadership Team to help drive continuous improvement.
  • Work on critical safety incidents reported by riders and driver partners.
  • Document all incidents on JIRA (The safety incident reporting feature)
  • Collaborate with partners and work towards any solution ideal for the incident.

The Experience You'll Bring

  • Native Mandarin speaker with exceptional English written and verbal communication skills
  • Resistance to stress and pressure of working with high severity cases
  • Experience working in a highly detail-oriented environment, demonstrating a high degree of diligence and accountability
  • Open to all modes of support (email, phone support)
  • Strong eye for detail which includes identifying customer problems swiftly and accurately while solving queries as this can impact company relations
  • Stable internet connection at home
  • Working space at home to make sensitive and confidential calls
  • You will need to be legally authorized to work in Taiwan without visa sponsorship

Schedule

  • Working days: 5 days a week (including weekends and/or public holidays) with 2 days rotational week off
  • We are open to 2 modes of shift schedules as below:
  • [Rotational Shift] - Rotating between 8am to 5pm, 10am to 7pm, 3 pm to 12am & 12am to 9am. Hybrid work mode (50% return to office on day shift)
  • [Night Shift] - Rotating only between 3 pm to 12am & 12am to 9am. Fully remote work within Taiwan, with return to office requirement only for training and team day

*Required to report to the office once a quarter for team day.

Training
The first 5-6 weeks of your employment will be onsite and will be performed during regular hours (10am to 7pm) to be able to work with your trainers, teammates and team leads more closely. This will include 3 weeks of training, and 2 weeks of nesting with 1 week extended nesting if necessary.

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