#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.
About the Team
The APAC COE team believes in a #GoGetIt approach. Our successes are attributed to our people who are relentless to help others in any way we can. We handle critical concerns from safety to escalations, and make sure that the resolution matters to the customer - making each member an eventual promoter of Uber. The right time is always “now” when joining Uber and the COE; it has always been moving towards greater heights as we support a lot of markets - allowing you to learn every single day.
About the Role
As a Safety Investigations Specialist, you will take ownership of requests and solve customer tickets across all our critical and advanced lines of business through different modalities (phone, chat, message), challenging yourself to solve the most complicated and interesting problems our users face. You will present your insights to stakeholders and contribute towards the continuous improvement of our policy and services.You will create advocates out of even the most frustrated users, and you’re always looking for outstanding and exciting ways to improve their experience!
Your Impact in Role
- Respond to high volume, live queue of sensitive incident inbound cases and/or outbound queues
- Report & document issues with reporting parties using various platforms
- Master multiple knowledge bases and contact management systems
- 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
The Experience You'll Bring
- At least 2 years of customer support experience handling sensitive issues.
- Strong emotional intelligence (EQ) and emotional regulation skills.
- Strong communication skills, both verbal and written.
- Strong problem-solving skills.
- Strong critical thinking skills.
- Ability to work under pressure and handle a high volume of sensitive incidents.
Preferred Qualifications
- Safety background or any similar experience.
- Prior experience working in a fast-paced, high-pressure environment.
- Familiarity with contact management systems and knowledge bases.
- Strong data analysis and reporting skills.
- Ability to work independently and as part of a team to achieve goals.
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