Customer Service Representative

About The Role CSRs will provide excellent support through their interactions with customers, delivering a world-class standard of customer service. They will naturally build rapport and engage in every interaction, whether through ticket systems or phone calls (inbound and outbound), while being passionate advocates for riders and drivers and addressing any questions that may arise. What you will do? Deliver high-quality service across multiple support platforms (email, chat, phone) Show empathy to frustrated riders and drivers while solving problems and addressing unsatisfactory experiences Build loyalty among new users and get our early adopters to fall in love with Uber all over again Triage issues and escalate them when necessary Must be able to connect what users are asking for with answers to their true issues. Passion for helping others and creating support experiences that exceed users' expectations. Ability to troubleshoot problems and find speedy resolutions. Skilled at handling multiple issues at once to efficiently solve a large number of inquiries. Must work well in a team environment, contributing to a synergistic work environment where people learn from one another and continuously improve processes on behalf of users. Ability and proactivity to develop initiatives and proposals aimed at continuous improvement of processes in the business line. Ability to drive processes and resolution under certainty through analytical thinking, initiative and customer obsession Ability to establish, create and improve processes Work on improvement initiatives for the LOB Basic Qualifications Proven proactivity and insights generation Advanced English Proficiency Excellent Customer Service Skills Customer Service experience is a plus Excellent verbal, written and interpersonal communication skills Multitasking Preferred Qualifications For graveyard shift overnight working experience is a plus At least 1 year of working experience in customer service roles

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