About the company:

We’re changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we’re a part of the logistical fabric of more than 600 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 people 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.

And that’s just what we’re doing today. We’re thinking about the future, too. With teams working on new modalities, self-driving cars, and even urban air transportation, we’re in for the long haul. We’re reimagining how people and things move from one place to the next.

Website: NA

Courses Required: Any Graduate

Desired Experience: 0-1 years of customer support experience

Salary Offered: INR 1.98 LPA to INR 2.52 LPA

Contract period: 3 Months (extendable as per performance & business requirements)

Job Description:

At Uber, providing amazing support that establishes trust for riders and driver-partners—our community—is a core feature of our product experience. We invest in it and believe in providing the highest quality service executed in the smartest, most efficient way. Community Support Representatives are all about helping and educating both riders and drivers. 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 exceptional support and exceptional communication, ensuring that problems are resolved promptly while developing trustworthy relationships with our community.

WHO YOU ARE

- Great communicator: You build trust with riders and driver-partners through your communication. You have a way with words and enjoy expressing your thoughts in your emails and phone conversations that reflect the Uber hustle. As a global team, it is imperative that you have a deep understanding of the audience that you are catering to find the right way to communicate with the target audience. Strong, grammatically correct English language skills is a necessity.

- Empathetic: You are obsessed about customer experience, and instantly build a rapport with the riders and driver-partners by being empathetic, acknowledging the situation, and displaying a genuine willingness to help.

- Problem solver: Not all customer issues are straightforward. You are someone who is passionate about putting the customer first and finding the right solutions no matter how challenging the situation.

- Process compliant: You know how to balance freedom of expression and process compliance making it easy for riders and driver partners to feel Uber love while making it easy to analyze ways to scale support

- Comfortable with ambiguity: You enjoy the high pace of work and an environment where all answers are not readily available but will need you to be a part of finding answers. Since we are in the initiation phase for the team, an inclination for creating processes ground up is an added advantage.

- Fun to work with: You are hardworking, a great team player, and a lot of fun to work with

WHAT YOU WILL DO

- Provide world-class customer support through emails and phone calls for companies and their employees

- 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

- Identify patterns and help in making the support systems better as we scale

- Maintain high quality in core work

- Contribute to building the team and the organization for long-term success

REQUIREMENTS

- Strong & proven expertise in strong, grammatically correct English language skills (both verbal and written)

- Strong eye for detail which includes identifying customer problems swiftly and correctly while solving queries as this can impact company relations

- Have a problem-solving mindset

- Strong customer obsession mindset with evidence of taking independent and appropriate decisions for the customer

- Open to work in 24X7 support. Willingness to work in shifts (rotating day/night shifts, rotating weekend offs -- total working hours will be 40 hours a week, 5 days, 8 working hours each day)

BOTTOM LINE

- Ground floor opportunity with the team; shape the direction of the company (we are just getting started)

- Sharp, motivated, hard-working co-workers in a fun office environment

- Opportunity to not only get your hands dirty but also contribute strategically to build an awesome team

- Support experience in a high-volume environment, including service industries, retail, hospitality or other support environments.

- Familiarity with customer support tools is a plus, but not required.  

PERKS

- The rare opportunity to change the world such that everyone around you is using the product you built

- We’re not just another social web app, we’re moving real people and assets and reinventing transportation and logistics globally

- Sharp, motivated, hard-working co-workers in a fun office environment

Interview Process:

- 1 Email Versant
- 1 Voice Versant
- 2 rounds of PI