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COE Specialist II

COE Specialist II

Uber

0 years

2 Lacs

hyderabad telangana india

Posted:3 days ago| Platform: Foundit logo

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Skills Required

word social media - ticket handling voice and speech capabilities slide google docs google spreadsheet

Work Mode

Remote

Job Type

Full Time

Job Description

About the Role

The Social Operations Response Team handles rider and driver-partner concerns, with utmost elan and efficiency and via Twitter, Instagram, Facebook, emails, and phone calls alike. The team collaborates closely with the IRT, ECR, and Content teams to help users who contact 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, escalations, provide language support, support 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

---- Basic Qualifications ----

Must be Graduate

---- Preferred Qualifications ----

Strong Verbal And Written Communication
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
Familiarity with Google Drive, especially Google Spreadsheet and Google Docs Ability to maintain a professional and calm demeanour while juggling multiple, high-priority tasks concurrently
Flexible hours and ability to work mornings, evenings, and weekends to cover hours of operation as needed.
Ability to stay calm under high-pressure situations

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let's move it forward, together.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

.Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .

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COE Specialist II