Costa Rica Job Openings
Uber
Emergency line - Customer Service Representativa
FULL TIME
September 17, 2024
Constantly in Uber we are looking for the best talent for our Customer Service team, apply and let us know you, you can be our next n Uber.
About the Role
At Uber, providing amazing support that establishes trust for riders and driver partners-our community-is a core feature of our product experience. We invest in it and believe in providing the highest quality service driven in the smartest, most efficient way. Community Support Representatives are all about helping and educating both riders and drivers. We help people resolve their issues and turn unhappy users into our strongest evangelists. The right candidate is always looking for unique and exciting ways to solve problems with exceptional support and communication, ensuring that problems are resolved promptly while developing trustworthy relationships with our community.
What You'll Do
- Respond to high volume, live queue of incident inbound cases and/or outbound queues
- Report & document issues with reporting parties using various platforms
- Master multiple knowledge bases and contact management systems
- Provide high quality virtual customer support through ticket systems (chat and email) and possibly phone
- Ensure high customer satisfaction and demonstrate empathy while solving customer concerns
- Demonstrate excellent interpersonal skills and ability to establish trust
- Triage Focus: Attend the most critical and urgent IRT incidents (L3-L4), taking the first measures according to the process, to pass the case to the team of investigators, so that the investigation is finalized.
- Investigations Focus (Incidents, accidents and citations): Attend to cases of a lower level in IRT (L1 / L2), making detailed investigations, using various support platforms (email, chat, phone) to develop case details, analyze evidence, and take the actions according to the process. Tasks may be split into two functions: Standard Safety Support and Investigations and Deactivations
- Full time availability - IMPORTANT!
- Immediate availability to work in our COE located in La Aurora, CR.
- At least 6 months of customer support experience handling sensitive issues.
- Intermediate English level (B2).
- Exceptional reading comprehension and writing skills. Able to connect what users are asking for with answers to their true issues.
- Passion for helping others and creating support experiences that exceed user's expectations.
- Full proficiency in Spanish communication is required (written and verbal).
- Bachelor's degree or college experience desired.
- Experience in emergency situations and sensitive scenarios are desirable.
- Ability to troubleshoot problems and find speedy resolutions.
- Skilled at handling multiple issues at once to efficiently solve a large number of inquiries.
- Work well in a team environment, contributing to a synergistic work environment where people learn from one another and continuously improve processes on behalf of users.
- The shifts that we have available are daytime, night and graveyard, the weekends can be required.
- Familiarity with customer support tools such as Bliss is a plus, but not required.
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