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COE Specialist II

COE Specialist II

Uber

0 years

0 Lacs

Hyderabad Telangana India

Posted:2 months ago| Platform:

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Skills Required

support membership payments resolve content salesforce slack jira service writing

Work Mode

On-site

Job Type

Full Time

Job Description

About The Role

The team is known as Global Strategic Team, that handles accounts with high GB spend to support the End Users that are part of these accounts with their issues.The team works in a 24/7 environment and should be efficient with the way the communications are sent and works closely with the Premium Support Specialist team in Phoenix that is associated with each of the accounts to ensure that the account specific policies are honoured to the client while resolving the issues.The COE Specialist II provides support over email for issues related to Corporate Pass Membership and a variety of other issues related to Payments, Voucher, Linking to U4B accounts ensuring the customer issue is completely resolved going above and beyond SOPs.

What The Candidate Will Need / Bonus Points

What the Candidate Will Do
Customer Obsession: Demonstrate understanding and care while addressing strategic customer concerns. Think beyond SOPs and ensure to collaborate with Premium Support Teams, TLs and Product Ops to ensure you are resolving client issues end-to-end
Problem Solving: Demonstrate strong skills to diagnose and resolve complex customer issues, utilizing available resources creatively, and making decisions in real-time, even in the absence of established guidelines or SOPs to ensure client's support issues are completely resolved
Insight Generation: Produce actionable insights such as inefficient SOPs, content updates & patterns of fraud from support activities and highlight to Team Leaders
Multichannel Support: Utilise multiple support platforms such as Salesforce, Slack, Jira, and Bliss

Basic Qualifications

At least 1+ of experience in retail, hospitality, or customer service in person or contact center environment
Ability to generate insights from support activities, particularly identifying inefficiencies in process, product and patterns (e.g., fraudulent activities & product feature not functioning as expected)
Ability to demonstrate customer obsession and care in resolving complex issues, sometimes, even without an SOP by closely collaborating with team leaders & program team
Effectively communicate to convey insights and findings to key stakeholders (e.g., Premium Support Teams, Team Leaders, Product Ops)

Preferred Qualifications

Business email writing skills
Open to work in 24X7 support. Willingness to work in shifts (rotating day/night shifts, rotating weekend offs -- total working hours will be 40 hours a week, 5 days, 8 working hours each day)
A mindset for continuous improvement and the ability to adapt to changing processes or procedures

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COE Specialist II