About the Role
At Uber, providing outstanding support that establishes trust for riders, drivers, eaters, delivery and restaurant partners—our community—is a core feature of our product experience. We invest in it and believe in providing the highest quality service performed in the smartest, most efficient way.
As a Safety Investigations Specialist, you are all about helping and supporting our users with incidents that happened on a trip. 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 outstanding support and exceptional communication, ensuring that problems are resolved promptly while developing honest relationships with our community. Our safety investigations support teams are integral to ensure that “safety never sleeps” and ensure we live up to our culture value to Stand for Safety.
What the Candidate Will Need / Bonus Points
---- What the Candidate Will Do ----
- Provide world class customer support through emails and phone calls for companies and their employees
- Work on critical safety incidents reported by Uber & Uber Eats users (including users, earners and Merchant partners).
- Collaborate with partners and work towards any solution ideal for the incident
- Provide thorough phone/email support to users including driver partners to build trust
- Accurately document case details, analyze information, and provide recommendations to important team members from time to time
- Identifies and advises on medium and long-term reputation risk, trigger-points, and scenarios
- Help in improving processes so we always optimize for better customer experience. This involves communicating with high value clients and eye to retention in times of problems for the clients and companies
- Contribute to building the team and the organization for long term success
---- Basic Qualifications ----
- Ability to stay calm under high pressure situations
- Ability to document all incidents in detail
- Open to all modes of support (email, phone support)
- Strong eye for detail which includes identifying customer problems swiftly and accurately while solving queries as this can impact company relations
- Strong customer obsession attitude with evidence of taking independent and appropriate decisions for the customer
- Fluent Mandarin speaker with exceptional English written and verbal communication skills
- 6 months of experience and a phone support background
- Must be based in Malaysia
- Willingness to work in shifts and weekends
---- Preferred Qualifications ----
- Project Management