COE Specialist II (Internal Escalations)
Uber
COE Specialist II (Internal Escalations)
Job Description
COE Specialist II (Internal Escalations)
đź“‹ Job Overview
As a Customer Support Specialist at Uber, you will resolve complex customer issues using your problem-solving and critical thinking skills. You will be the voice of Uber, turning frustrated users into advocates and continuously seeking ways to enhance their experience.
đź“Ť Location: Hyderabad, Telangana, India
🏢 Department: Community Operations
đź“„ Full Description
**About the Role**
As a Customer Support Specialist, you take ownership for resolving issues for customers. You use your customer centricity, problem solving, and critical thinking skills to tackle the most sophisticated and challenging customer concerns. You will be the voice of Uber for customers and create advocates out of even the most frustrated users, and you’re always looking for outstanding and exciting ways to improve their experience!
**What the Candidate Will Need / Bonus Points**
\-\-\-\- What the Candidate Will Do ----
1. Solving difficult problems: Seek to understand the complexity of customer issues, and employ your critical thinking, problem solving, and case management skills to proactively solve these contacts effectively and efficiently.
2. Educating our customers for future: Play a meaningful role in proactively educating customers and provide alternative user experience support channels
3. Being customer centric: Be empathic to our customer’s issues, and provide outstanding customer service to turn their negative experiences into positive ones.
4. Working collaboratively with others: Work closely with regional leadership and your team to solve difficult issues and provide insights that improve the quality of Uber’s customer support to drive a culture of learning and continuous improvement within the company.
\-\-\-\- Basic Qualifications ----
Graduation
\-\-\-\- Preferred Qualifications ----
1. Comprehension skills: Excellent comprehension skills (active listening and reading), and ability to fully understand the issue and identify its root cause. \[
2. Communication skills: Excellent composition skills (speaking and writing) to confidently and spontaneously address all issues with clear and direct communication, across different audiences and modalities (like chat, email, phone).
3. Problem solving skills: Ability to break down sophisticated problems, offer well thought-out recommendations and push problems to resolution
4. Work experience in customer service: Experience handling customer queries in a dynamic, constantly evolving environment
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 [accommodations@uber.com](mailto:accommodations@uber.com).
As a Customer Support Specialist, you take ownership for resolving issues for customers. You use your customer centricity, problem solving, and critical thinking skills to tackle the most sophisticated and challenging customer concerns. You will be the voice of Uber for customers and create advocates out of even the most frustrated users, and you’re always looking for outstanding and exciting ways to improve their experience!
**What the Candidate Will Need / Bonus Points**
\-\-\-\- What the Candidate Will Do ----
1. Solving difficult problems: Seek to understand the complexity of customer issues, and employ your critical thinking, problem solving, and case management skills to proactively solve these contacts effectively and efficiently.
2. Educating our customers for future: Play a meaningful role in proactively educating customers and provide alternative user experience support channels
3. Being customer centric: Be empathic to our customer’s issues, and provide outstanding customer service to turn their negative experiences into positive ones.
4. Working collaboratively with others: Work closely with regional leadership and your team to solve difficult issues and provide insights that improve the quality of Uber’s customer support to drive a culture of learning and continuous improvement within the company.
\-\-\-\- Basic Qualifications ----
Graduation
\-\-\-\- Preferred Qualifications ----
1. Comprehension skills: Excellent comprehension skills (active listening and reading), and ability to fully understand the issue and identify its root cause. \[
2. Communication skills: Excellent composition skills (speaking and writing) to confidently and spontaneously address all issues with clear and direct communication, across different audiences and modalities (like chat, email, phone).
3. Problem solving skills: Ability to break down sophisticated problems, offer well thought-out recommendations and push problems to resolution
4. Work experience in customer service: Experience handling customer queries in a dynamic, constantly evolving environment
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 [accommodations@uber.com](mailto:accommodations@uber.com).
🎯 Key Responsibilities
- Seek to understand the complexity of customer issues, and employ critical thinking, problem solving, and case management skills to proactively solve these contacts effectively and efficiently.
- Play a meaningful role in proactively educating customers and provide alternative user experience support channels.
- Be empathic to our customer’s issues, and provide outstanding customer service to turn their negative experiences into positive ones.
- Work closely with regional leadership and your team to solve difficult issues and provide insights that improve the quality of Uber’s customer support to drive a culture of learning and continuous improvement within the company.
âś… Required Qualifications
- Graduation
🛠️ Required Skills
- Customer centricity
- Problem solving
- Critical thinking
- Case management
- Empathy
- Communication
Locations
- Hyderabad, Telangana, India
Salary
Estimated Salary Rangemedium confidence
1,200,000 - 1,800,000 INR / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Customer centricityintermediate
- Problem solvingintermediate
- Critical thinkingintermediate
- Case managementintermediate
- Empathyintermediate
- Communicationintermediate
Required Qualifications
- Graduation (experience)
Preferred Qualifications
- Excellent comprehension skills (active listening and reading), and ability to fully understand the issue and identify its root cause. (experience)
- Excellent composition skills (speaking and writing) to confidently and spontaneously address all issues with clear and direct communication, across different audiences and modalities (like chat, email, phone). (experience)
- Ability to break down sophisticated problems, offer well thought-out recommendations and push problems to resolution (experience)
- Experience handling customer queries in a dynamic, constantly evolving environment (experience)
Responsibilities
- Seek to understand the complexity of customer issues, and employ critical thinking, problem solving, and case management skills to proactively solve these contacts effectively and efficiently.
- Play a meaningful role in proactively educating customers and provide alternative user experience support channels.
- Be empathic to our customer’s issues, and provide outstanding customer service to turn their negative experiences into positive ones.
- Work closely with regional leadership and your team to solve difficult issues and provide insights that improve the quality of Uber’s customer support to drive a culture of learning and continuous improvement within the company.
Tags & Categories
COE Specialist II (Internal Escalations)
Uber
COE Specialist II (Internal Escalations)
Job Description
COE Specialist II (Internal Escalations)
đź“‹ Job Overview
As a Customer Support Specialist at Uber, you will resolve complex customer issues using your problem-solving and critical thinking skills. You will be the voice of Uber, turning frustrated users into advocates and continuously seeking ways to enhance their experience.
đź“Ť Location: Hyderabad, Telangana, India
🏢 Department: Community Operations
đź“„ Full Description
**About the Role**
As a Customer Support Specialist, you take ownership for resolving issues for customers. You use your customer centricity, problem solving, and critical thinking skills to tackle the most sophisticated and challenging customer concerns. You will be the voice of Uber for customers and create advocates out of even the most frustrated users, and you’re always looking for outstanding and exciting ways to improve their experience!
**What the Candidate Will Need / Bonus Points**
\-\-\-\- What the Candidate Will Do ----
1. Solving difficult problems: Seek to understand the complexity of customer issues, and employ your critical thinking, problem solving, and case management skills to proactively solve these contacts effectively and efficiently.
2. Educating our customers for future: Play a meaningful role in proactively educating customers and provide alternative user experience support channels
3. Being customer centric: Be empathic to our customer’s issues, and provide outstanding customer service to turn their negative experiences into positive ones.
4. Working collaboratively with others: Work closely with regional leadership and your team to solve difficult issues and provide insights that improve the quality of Uber’s customer support to drive a culture of learning and continuous improvement within the company.
\-\-\-\- Basic Qualifications ----
Graduation
\-\-\-\- Preferred Qualifications ----
1. Comprehension skills: Excellent comprehension skills (active listening and reading), and ability to fully understand the issue and identify its root cause. \[
2. Communication skills: Excellent composition skills (speaking and writing) to confidently and spontaneously address all issues with clear and direct communication, across different audiences and modalities (like chat, email, phone).
3. Problem solving skills: Ability to break down sophisticated problems, offer well thought-out recommendations and push problems to resolution
4. Work experience in customer service: Experience handling customer queries in a dynamic, constantly evolving environment
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 [accommodations@uber.com](mailto:accommodations@uber.com).
As a Customer Support Specialist, you take ownership for resolving issues for customers. You use your customer centricity, problem solving, and critical thinking skills to tackle the most sophisticated and challenging customer concerns. You will be the voice of Uber for customers and create advocates out of even the most frustrated users, and you’re always looking for outstanding and exciting ways to improve their experience!
**What the Candidate Will Need / Bonus Points**
\-\-\-\- What the Candidate Will Do ----
1. Solving difficult problems: Seek to understand the complexity of customer issues, and employ your critical thinking, problem solving, and case management skills to proactively solve these contacts effectively and efficiently.
2. Educating our customers for future: Play a meaningful role in proactively educating customers and provide alternative user experience support channels
3. Being customer centric: Be empathic to our customer’s issues, and provide outstanding customer service to turn their negative experiences into positive ones.
4. Working collaboratively with others: Work closely with regional leadership and your team to solve difficult issues and provide insights that improve the quality of Uber’s customer support to drive a culture of learning and continuous improvement within the company.
\-\-\-\- Basic Qualifications ----
Graduation
\-\-\-\- Preferred Qualifications ----
1. Comprehension skills: Excellent comprehension skills (active listening and reading), and ability to fully understand the issue and identify its root cause. \[
2. Communication skills: Excellent composition skills (speaking and writing) to confidently and spontaneously address all issues with clear and direct communication, across different audiences and modalities (like chat, email, phone).
3. Problem solving skills: Ability to break down sophisticated problems, offer well thought-out recommendations and push problems to resolution
4. Work experience in customer service: Experience handling customer queries in a dynamic, constantly evolving environment
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 [accommodations@uber.com](mailto:accommodations@uber.com).
🎯 Key Responsibilities
- Seek to understand the complexity of customer issues, and employ critical thinking, problem solving, and case management skills to proactively solve these contacts effectively and efficiently.
- Play a meaningful role in proactively educating customers and provide alternative user experience support channels.
- Be empathic to our customer’s issues, and provide outstanding customer service to turn their negative experiences into positive ones.
- Work closely with regional leadership and your team to solve difficult issues and provide insights that improve the quality of Uber’s customer support to drive a culture of learning and continuous improvement within the company.
âś… Required Qualifications
- Graduation
🛠️ Required Skills
- Customer centricity
- Problem solving
- Critical thinking
- Case management
- Empathy
- Communication
Locations
- Hyderabad, Telangana, India
Salary
Estimated Salary Rangemedium confidence
1,200,000 - 1,800,000 INR / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Customer centricityintermediate
- Problem solvingintermediate
- Critical thinkingintermediate
- Case managementintermediate
- Empathyintermediate
- Communicationintermediate
Required Qualifications
- Graduation (experience)
Preferred Qualifications
- Excellent comprehension skills (active listening and reading), and ability to fully understand the issue and identify its root cause. (experience)
- Excellent composition skills (speaking and writing) to confidently and spontaneously address all issues with clear and direct communication, across different audiences and modalities (like chat, email, phone). (experience)
- Ability to break down sophisticated problems, offer well thought-out recommendations and push problems to resolution (experience)
- Experience handling customer queries in a dynamic, constantly evolving environment (experience)
Responsibilities
- Seek to understand the complexity of customer issues, and employ critical thinking, problem solving, and case management skills to proactively solve these contacts effectively and efficiently.
- Play a meaningful role in proactively educating customers and provide alternative user experience support channels.
- Be empathic to our customer’s issues, and provide outstanding customer service to turn their negative experiences into positive ones.
- Work closely with regional leadership and your team to solve difficult issues and provide insights that improve the quality of Uber’s customer support to drive a culture of learning and continuous improvement within the company.
Tags & Categories