Safety Investigations Specialist II

About The Role

In this role, you will provide phone support to our rider and driver partners to build trust and encourage customer dedication. A key part of this role will be to provide insights to members of the Leadership Team to help drive continuous improvement.

As a Safety Investigations Specialist II, you will need to provide thorough, detailed support using various support platforms (email, chat, phone) & also thoroughly document case details, analyze information, and provide recommendations to key collaborators from time to time

What The Candidate Will Need / Bonus Points

• Provide world class customer support through emails and phone calls
• Work on critical safety incidents reported by riders and driver partners.
• Document all incidents on JIRA (The safety incident reporting feature)
• Collaborate with stakeholders and work towards any solution ideal for the incident.
• Help in improving processes so we always optimize for better customer experience.This involves communicating with high value clients and and eye to retention in times of problems for the clients and companies
• Contribute to building the team and the organization for long term success
  
  

• Be an extraordinary communicator: You build trust with riders and driver-drivers who use Uber/the Uber network/platform through your communication. You have a way with words and enjoy expressing your thoughts in your emails and phone conversations that reflect the Uber try hard.
• In a safety-focused team, it is imperative that you have a deep understanding of the audience that you are catering to, to find the right way to connect with the target audience. Strong, grammatically accurate English & Hindi language skills are a must.
• Be customer-obsessed: You are passionate about customer experience, and instantly build a rapport with the riders and driver-drivers who use Uber/the Uber network/platform by being informative, acknowledging the situation, and displaying a genuine willingness to help.
• Be a 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.
• Be process compliant: You should know how to balance freedom of expression and process compliance making it easy for riders and driver-independent drivers to feel the Uber love while making it easy to analyze ways to scale support.
  
  

• Fluency in English and Hindi is a Must with proficiency in either Tamil, Malayalam, Kannada, or Bengali
  
  

• Customer empathy - You have a deep understanding of the user experience and the ability to resolve customer support requests in unique and creative ways.
• Strong written and verbal communication skills including ability to listen effectively and to confidently voice concerns diplomatically.
• Able to establish trust and effective working relationships with others
• Ability to leverage multiple resources to inform and support critical decisions
• Desire to learn - Youre a highly motivated self-starter, with an eagerness to learn and grow, and you are receptive to feedback.
• Adaptability - You are able to adapt to any situation, remain customer centric, and help drive to a resolution.