Safety Investigations Specialist II

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About Uber Uber is a technology company that is changing the way the world thinks about transportation. We are building the technology that people use every…

About Uber

Uber is a technology company that is changing the way the world thinks about transportation. We are building the technology that people use every day. Whether its heading home from work, getting a meal delivered from a favorite restaurant, or a way to earn extra income, Uber is becoming part of the fabric of daily life. Were making cities safer, and more connected. And were doing it at a global scale-energizing local economy and bringing opportunity to millions of people around the world. Ubers positive impact is tangible in the communities we operate in, and that drives us to keep moving forward.

About the Role

We at the Community Operations organization at Uber are responsible for delivering outstanding customer support to riders, drivers, eaters, and couriers. The Safety Investigations team provides fast and empathetic support to customers during critical moments. We help impacted users by investigating urgent incidents, enforcing safety standards, and taking decisive action to secure accounts, as well as reporting accurate data and insights to improve safety for all of Ubers customers.

What you will do

• Handle a high volume, live queue of sensitive incidents and accidents that are often urgent or critical and may involve explicit photos and/or verbal statements
• Perform detailed interviews with reporting parties using various support platforms (email, phone) to efficiently gather case information
• Under supervision, review incoming urgent and critical incidents and act as a first responder in a reported incident
• Report & document issues with reporting parties using various platforms
• Master multiple knowledge bases and contact management systems
• Respond to drivers, riders, eaters, couriers, claimants, third parties, and internal collaborators related to incidents/accidents that occur in connection with the Uber platform
• Appropriately supports reporting parties, asks thorough questions to sufficiently understand the details of the incident, establishes an empathetic relationship, and ensures detailed documentation of the conversation
• Categories incidents/accidents with appropriate contact types for the Special Investigations Unit to further investigate
• Demonstrate excellent interpersonal skills and ability to establish trust
• Be an excellent 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 work hard.
• Safety-Centric: 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 illuminating, acknowledging the situation, and displaying a genuine willingness to help.
• Be a problem solver: Not all customer issues are straightforward. You are 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-customers to feel the Uber loves while easily analyzing ways to scale support.

What you will need

• At least 6 months of customer support experience handling sensitive issues!
• The candidate should be B2 Level or above in the English language both written and spoken!
• Strong EQ, emotional regulation, communication, problem-solving, and critical thinking skills

Information :

• Company : Uber
• Position : Safety Investigations Specialist II
• Location : مصر
• Country : EG

How to Submit an Application:

After reading and knowing the criteria and minimum requirements for qualifications that have been explained from the Safety Investigations Specialist II job info - Uber مصر above, thus jobseekers who feel they have not met the requirements including education, age, etc. and really feel interested in the latest job vacancies Safety Investigations Specialist II job info - Uber مصر in 29-04-2024 above, should as soon as possible complete and compile a job application file such as a job application letter, CV or curriculum vitae, FC diploma and transcripts and other supplements as described above, in order to register and take part in the admission selection for new employees in the company referred to, sent via the Next Page link below.