Uber

Senior Customer Support Specialist

Uber
Chicago, IL, USA
Full-TimeDepends on ExperienceMid-LevelBachelors
Job Description

Are you a customer service rockstar with a passion for solving complex problems and providing exceptional support? Are you looking for an opportunity to join a dynamic and innovative company that is revolutionizing the transportation industry? Look no further, because Uber is seeking a highly skilled and experienced Senior Customer Support Specialist to join our team! As a Senior Customer Support Specialist at Uber, you will play a crucial role in ensuring our customers have a seamless and positive experience with our platform. We are looking for individuals who are proactive, empathetic, and have a strong attention to detail. If you thrive in a fast-paced, collaborative environment and have a proven track record of delivering top-notch customer support, we want to hear from you!

  1. Provide exceptional customer service to Uber users through various channels, including phone, email, and chat.
  2. Resolve complex customer issues and complaints in a timely and efficient manner.
  3. Demonstrate strong problem-solving skills to identify and troubleshoot technical and non-technical issues.
  4. Provide guidance and support to junior customer support team members.
  5. Collaborate with cross-functional teams to improve processes and enhance the customer experience.
  6. Continuously monitor and respond to customer feedback and reviews, addressing any concerns or issues.
  7. Document and maintain accurate records of customer interactions and issue resolutions.
  8. Stay up-to-date with Uber's products and services to effectively assist customers.
  9. Identify and escalate urgent or high-priority issues to appropriate teams for resolution.
  10. Proactively identify trends or patterns in customer inquiries and provide recommendations for improvement.
  11. Adhere to company policies, procedures, and standards at all times.
  12. Maintain a positive and professional demeanor while handling challenging customer interactions.
  13. Act as a brand ambassador for Uber by providing a positive and memorable customer experience.
  14. Participate in training and development programs to enhance skills and knowledge.
  15. Mentor and coach junior team members to improve overall team performance.
Where is this job?
This job is located at Chicago, IL, USA
Job Qualifications

  • Extensive Experience In Customer Service: A Senior Customer Support Specialist At Uber Should Have A Proven Track Record Of Providing Exceptional Customer Service, Preferably In A Fast-Paced Environment. This Includes Experience Handling Customer Inquiries, Complaints, And Escalations.

  • Strong Communication Skills: Effective Communication Is Crucial In This Role, As The Senior Customer Support Specialist Will Be Interacting With Customers And Internal Teams On A Daily Basis. They Should Be Able To Communicate Clearly And Concisely, Both Verbally And In Writing.

  • Problem-Solving Abilities: As A Senior Customer Support Specialist, One Must Be Able To Think Critically And Come Up With Creative Solutions To Complex Customer Issues. They Should Be Able To Identify And Address Root Causes Of Problems And Provide Efficient Resolutions.

  • Leadership Skills: A Senior Customer Support Specialist At Uber Should Have Experience Leading A Team And Managing Workflows. They Should Be Able To Motivate And Guide Their Team Members To Ensure High-Quality Customer Support Is Provided At All Times.

  • Knowledge Of Uber's Products And Services: To Effectively Support Uber's Customers, A Senior Support Specialist Should Have A Thorough Understanding Of The Company's Products And Services. They Should Be Familiar With The Uber App, Pricing Structures, And Any New Updates Or Features.

Required Skills

  • Communication

  • Time Management

  • Multitasking

  • Conflict Resolution

  • customer service

  • Active listening

  • Teamwork

  • Empathy

  • Analytical

  • Problem-Solving

  • Adaptability

  • Technical Proficiency

Soft Skills

  • Communication

  • Conflict Resolution

  • Emotional Intelligence

  • Leadership

  • Time management

  • creativity

  • Teamwork

  • collaboration

  • Adaptability

  • Problem-Solving

Compensation

According to JobzMall, the average salary range for a Senior Customer Support Specialist in Chicago, IL, USA is between $48,000 to $69,000 per year. However, this range can vary depending on factors such as experience, skills, and company size. Some companies may offer higher salaries for more experienced or specialized Senior Customer Support Specialists. Additionally, location can also impact salary, with certain cities offering higher or lower salaries based on cost of living and demand for the role. It is important to research the specific company and industry to get a more accurate salary range for this position.

Additional Information
Uber is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Required LanguagesEnglish
Job PostedFebruary 14th, 2024
Apply BeforeMay 22nd, 2025
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About Uber

Uber Technologies, Inc. is an American multinational transportation network company offering services that include peer-to-peer ridesharing, ride service hailing, food delivery, and a bicycle-sharing system. The company is based in San Francisco and has operations in over 785 metropolitan areas worldwide.

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