COE Specialist I - DACT Team

**About the Role** **COE Specialist I** CSR’s will provide excellent support through their interactions with their customers to deliver world class standard of customer service. Will be able to naturally build rapport and engage with customers on all interactions. CSRs must be able to support both Ticket systems and Phone Calls (Inbound & Outbound) or Chats **What You'll Do** 1. Provide support to drivers and riders through different support channels within expected SLAs 2. Drive analysis on common issues and work along with the SME on continuos improvement initiatives. 3. Handle email escalations from other departments, assuring full resolution timely and high communication level. 4. Analyze risk and safety incidents and drive decisions according to our policies and guidelines advocating for driver / rider fairness. 5. Apply analytical thinking and request deviations for current processes or policies to ensure a right resolution. 6. Act as the second level of support and data verification from previous safety and fraud deactivations. **What You'll Need** 01. Excellent Customer Service Skills 02. Customer Service experience is a plus 03. Excellent verbal, written and interpersonal communication skills 04. Multitasking 05. Deliver high-quality service across multiple support platforms (email, chat, phone) 06. Be a passionate advocate for riders and drivers while answering any questions that come your way 07. Show empathy to frustrated riders and drivers while solving problems and addressing unsatisfactory experiences 08. Build loyalty among new users and get our early adopters to fall in love with Uber all over again Triage issues and escalate them when necessary 09. Must be able to connect what users are asking for with answers to their true issues. 10. Passion for helping others and creating support experiences that exceed users’ expectations. 11. Ability to troubleshoot problems and find speedy resolutions. 12. Skilled at handling multiple issues at once to efficiently solve a large number of inquiries. 13. Must 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. 14. _High school diploma_ 15. _No criminal background records_ 16. _Typing skills (Voice: 25 words per minute with 90% accuracy) (Chat: 35 wpm, 90% accuracy)_ 17. _For English, the level required is B1+_ 18. _Schedule flexibility_ **Preferred Qualifications** _At least 1 year of working experience in customer service roles_ 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).