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Senior Phone Support Specialist, Taguig City

Created07/19/2021
Reference105511
CategoryCommunity Operations
CountryPhilippines
CityTaguig City
SalaryCompetitive
About Uber:

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 600 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.

About Uber for Business:

Uber for Business is a fast grown line of business for Uber. Uber for Business deals with companies who provide rides for their employees and guests. It is an innovative process to integrate corporate travel within the client systems that requires little oversight by the client.

About the role:

To make sure that we provide best-in-class support to our Customers, we need to ensure that we have experts in all fields and subjects throughout the business.

To support that vision, we are looking for experienced Customer Service Specialist(CSS) for the Uber for Business (U4B) phone support.

Our ideal candidate for the role is expected to have excellent business communication skills with outstanding phone handling capability. Our candidate not only has a logical thought process but is also a creative problem solver who has a love for continuous improvement initiatives and can think both strategically and tactically.

The CSS must thrive in a fast-paced environment that is constantly changing and growing.

Overall responsibility:

Handling phone support with zeal and immense customer focus on providing the best customer experience.

Handling phone support escalations with sharp attention to detail and proper management of customer expectations skills.

Ensuring that all phone calls are properly documented and relevant fields are covered.

Handling email support for U4B customers

Ensuring that the queue is well handled throughout the shift.

Ensuring that all productivity metrics allocated for U4B is met.
Amenable to shifting schedule as the LOB is 24/7

Knowledge Champion:

Strong understanding and knowledge of U4B, keeping up to date with all updates and ongoing initiatives.

Able to understand the gaps in the knowledge process and identify them to the team leaders.

Process Improvement Advocate:

Raising relevant C360 critical issues and work with the relevant partners through to resolution.

See opportunities for continuous improvement for your area of expertise along with developing & optimising new processes.

Quality Assurance:

Ensuring quality of conversations with customers is at the forefront of all tasks.

Provide opportunities to the team leaders to help increase customer satisfaction

Promote the \"Voice of the Customer\" through ensuring outstanding support by performing root cause analysis and leading projects to identify issues/solutions and assist our business to reach an extraordinary Customer support experience.

Experience requirement:

At least 1 year of phone support experience preferably in a B2B setting.

Prior experience on Salesforce is a plus.

Skills needed:

Exceptional business communication skills: Fluent in verbal and written english for a business environment.

Compassionate, Patient and an Active Listener: Able to exercise these traits while handling calls and escalations.

Detail Oriented: Proven track record to multi-task and follow through while paying strict attention to detail.

Problem Solver: Ability to evaluate information or situations & break them down into their key components. Apply strategic & critical thinking to consider various approaches & creative solutions to complex problems.

Identifying pattern: Ability to identify pattern on the calls and emails that come through and provide feedback to the team leader.

Process Driven: Ability to adhere to the process, question areas for improvement and suggest best course for action.

Naturally Curious: Coach-ability, open to incorporating feedback, and dedication to the improvement of your craft.

An Owner: Passionate and self-driven, you are deeply committed to taking Uber support to the next level and rise to the occasion to solve problems, big and small. You have the initiative to solve problems on your own.

Positive: An infectiously positive attitude and aim to win; hustle with determination.

Passionate: A genuine passion for Uber and exceptional customer support experiences.

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.
EmployerUber

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