Uber Technologies
Country : Malaysia
  • Full-time

Regional Community Operations Specialist (Customer Support Operations) - Malaysia

On a snowy Paris evening in 2008, Travis Kalanick and Garrett Camp had trouble hailing a cab. So they came up with a simple idea—tap a button, get a ride.

What started as an app to request premium black cars in a few metropolitan areas is now changing the logistical fabric of cities around the world. Whether it’s a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.

For the women and men who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer. When you make transportation as reliable as running water, everyone benefits.

Responsibilities

Uber’s global brand relies on providing exceptional and responsive support to both our rider and driver communities.  We hire top professionals because we are passionate about providing the highest quality service executed in the smartest and most efficient way. Our Regional Community Operations Specialists will be responsible for, but not limited to, revising working processes, overseeing customer service team, handling sensitive escalated issues, identifying problems and proposing customer experience solutions.

What you'll do

  • Manage high-quality customer service processes across multiple platforms
  • Partner with the regional team to convert global/regional initiatives into policies which will have a positive impact on the local rider and driver community
  • Collaborate with Community Support Specialists in South East and North Asia to take advantage of local insights across the region
  • Ensure customer service teams deliver high quality performance
  • Investigate both sides of incidents, verifying facts, and figuring out resolutions based on internal policies
  • Handle very sensitive cases and potentially emotional riders/ drivers
  • Monitor flagged and inappropriate content and identify trends in online risk
  • Work with the Brand Safety lead to develop and improve internal policies and tools
  • Maintain high levels of confidentiality while performing investigations
  • Comprehensively document investigations through written reports
  • Collaborate with internal communications and social media teams

Requirements

  • Bachelor’s Degree or higher
  • High quality communication skills in written and spoken English and local dialect
  • Preferably 3 years of relevant professional experience, preferably as a first responder, incident responder, customer service, or customer relations
  • Extraordinary reading comprehension. Able to connect what riders or drivers are asking for with answers to their specific issues
  • Real passion for helping others and crafting customer support experiences that exceed users’ expectations
  • High proficiency using computers and typing skills in both English and local dialect
  • Ability to troubleshoot problems and find speedy resolutions
  • Skilled at handling multiple issues at once to efficiently prioritize and solve a large number of inquiries
  • Great teammate contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of users
  • English and any one of the following local languages

Bonus points if

  • Passionate about great customer experience - You will create ‘We Are Here To Help’ perceptions with our driver partners and riders
  • Calm and collected - You will stay calm and can be the rock for those who come to us when they need help
  • Patient and attentive - You will have to display patience and empathy while listening to sensitive riders and driver partners through critical issues and figuring out what they need
  • Goal-oriented - You will do what it takes to achieve the critical metrics in providing a high quality of customer experience towards our driver partners and riders
  • Able to close the deal - You will end the communication leaving drivers and riders feeling like their needs have been taken care of
  • Willing to learn - You love learning how things work and you’re always looking for ways to innovate. You enjoy testing different support strategies and tracking the results
  • Agile - You can move quickly and adapt in a fast-paced and constantly evolving environment. You will be on the front-lines of a highly visible, fast-growing brand

Perks

  • Employees are given Uber rides every month.
  • The rare opportunity to change the way the world moves. We're not just another social web app, we're moving real people and assets and reinventing transportation and logistics globally.
  • Smart, engaged co-workers.

Benefits

  • Full medical + dental package to fit your needs.

  • Free Uber rides every month and global employee discounts on Rides or Eats

 

Uber is an equal opportunity employer and enthusiastically encourages people from a wide variety of backgrounds and experiences to apply. Uber does not discriminate on the basis of race, color, religion, sex (including pregnancy), gender, national origin, citizenship, age, mental or physical disability, veteran status, marital status, sexual orientation or any other basis prohibited by law.


Total applicants :7 Job posted 12 days ago Total Views : 79 Unique Views : 79 Today Views : 3


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