Program Specialist III - Hyderabad
- Uber
- 2 - 6 years
- Hyderabad
- 3 years ago
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Job Description
What the Candidate Will Do
- Provide outstanding customer support through emails and phone calls for companies and their employees.
- Work on critical safety incidents reported by riders and driver customers.
- Document all incidents Collaborate with driver and work towards any solution ideal for the incident.
- Look into data on a WoW basis to check for trends and help in improving the support we provide for our riders and driver customers.
- Handle Social Media Escalations when someone reports on Facebook/Twitter regarding an incident where their safety was compromised.
- 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.
- Give to establishing the team and the organization for long term success
- Partner management.
- Customer leadership skills.
- Work well in a team environment, chipping in to a collaborative work environment where people learn from one another and continuously improve support practices
- The candidate in this role would be Uber's last point of escalation on safety edge cases
- Non-safety HRE cases: When a non-safety HRE is med/high risk, this team will handle them.
Basic Qualifications
- Problem Solving Critical Thinking + Detail oriented
- Communication skills (written verbal)
- Partner Management
- Decision making
- Customer Obsession
- Should be able to identify customer problems swiftly and accurately while solving queries as this can impact company relations
- Should be able to document all incidents in detail following format and logic
- Strong customer obsession attitude with evidence of taking independent and appropriate decisions for the customer
- Customer Service
Job Classification
Industry: InternetFunctional Area: Customer Success, Service & Operations,
Role Category: Customer Success
Role: Customer Success
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: Any Postgraduate
Doctorate: Any Doctorate
Contact Details:
Company: UberLocation(s): Hyderabad
Keyskills: Partner management Project management Social media Process improvement Relationship Customer support Customer service Customer experience
Uber
Ubertal was created in 2011 in Silicon Valley with the initial objective of helping high growth software companies solve their toughest business challenges. Through this process weve identified common challenges faced by companies and have developed our own software solutions (IP) and co- created s...
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