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Premium Support Specialist

Uber

Uber

IT, Customer Service
Tokyo, Japan
Posted on Saturday, May 13, 2023
#GreatMindsDon’tThinkAlike 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 TeamAt Uber, providing amazing support that establishes trust for Uber Eats partners-our community-is a core feature of our product experience. ”COE Specialists II” is all about helping and educating our partners and BPO. We help people resolve their issues and turn unhappy users into our most passionate evangelists. The right candidate is always looking for unique and exciting ways to resolve problems with exceptional support and exceptional communication, ensuring that problems are resolved promptly while developing trustworthy relationships with our community. About The RoleThe COE Japan team is looking for an SME (Subject matter expert) for Eater ESC Team. Provides quality support to our customers & provides valuable insights on improving efficiency, quality, and reducing inconsistencies across the sites to the stakeholders. This is done by constant deep dives on data to unearth opportunities and piloting experiments to test the effectiveness of new initiatives. Your Impact In Role
  • Maintain Team CSAT and Team Quality together with Team Lead
  • Strong analytical skills in identifying trends and insights
  • Experience of training new hires, setting them up for success when they start production.
  • Proven ability to provide detailed support for escalations and be the go-to person for any policy related concerns from BPO and team members
The Experience You'll Bring
  • Experience in the Support Service or Call Center industry.
  • Communication skill in verbal and text in Japanese.
  • Mentally strong under pressure
  • Passion for data analysis and the ability to drive defect reduction, process improvement, and tool enhancements.
Work Style
  • Willing to work in a hybrid set up - spending 50% of time in office and working from home for 50% of the time
What’s in it for you?Uber's culture and values are at the core of everything we do, so that our employees can better understand who we are and what it’s like to work at Uber today. We pride ourselves on the amazing team we’ve built. The driver behind all of our growth, our bold and disruptive brand, and the game changing technology we bring to life is the people that make Uber, #OneUber. Unsure if this role is the right fit for you?We encourage you to review the details of the job role and imagine how you can impact not only our organization but the world using your unique talents. We reimagine the way the world moves for the better. Even if you do not fit all of the criteria for the role, we welcome you to apply to explore opportunities within Uber.Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.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.