About the Role
The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers, and Uber's Centers of Excellence (COEs) are contact management centers dedicated to making that happen 24/7. At our COEs, we hire Community Support Representatives, Managers, and many other important roles to support business needs and continued growth. Employees in the customer operations teams are responding to tickets submitted virtually by customers and offering in-person customer support.
What You Will Do
The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers, and Uber's Centers of Excellence (COEs) are contact management centers dedicated to making that happen 24/7. At our COEs, we hire Community Support Representatives, Managers, and many other important roles to support business needs and continued growth. Employees in the customer operations teams are responding to tickets submitted virtually by customers and offering in-person customer support.
What You Will Do
- Provide high quality virtual customer support through ticket systems (chat and email) and possibly phone
- Ensure low to medium complexity customer issues are resolved using procedures
- Ensure high customer satisfaction and demonstrate empathy while solving customer concerns
- May perform root cause analysis and present findings
- Work on a line of business which has low ambiguity, is stable, with well documented procedures
- Proficiency in German and English is required
- At least 6 months of experience in retail, hospitality, or customer service in person or contact center environment
- Comfortable operating in multiple modalities
- Computer skills
- Language proficiency
- B2B Experience