Social Media – Ticket Handling
Connect with high profile riders & influencers on social media & represent Uber’s support spirit
Handle partner concerns from various internal teams i.e. IRT, ECR, Cross support, CEO Escalations, Collaborator Customer concern, MFI blocking issues, provide language support to SL/BD, supports Driver Blocking issue from BPOs & keep a sharp focus on High-Priority queue for critical safety partner concerns.
Should Have the ability to handle safety-related partner concerns on social media with courtesy & presence of mind while working with relevant teams internally to get them resolved on time
Provide top-notch customer support through emails & phone calls alike for all of our audiences, if need be. We take pride in the fact that we treat riders & driver-drivers who use the Uber/ Uber network/platform as equals, & we’d want you to agree
Help in improving processes & never shy away if you have to build a new process. We always optimize for a better customer experience
Identify patterns & help in making the support systems better as we scale
Voice & speech capabilities
Should be able to take calls & authoritatively harmonize with customers from any social background by optimally listening, understanding, and speaking in English. Other regional languages are a plus
RCA & deep dives
Should have intermediate knowledge of Excel/Word/Slide to extract data, frame basic models & represent it on documents/slides
Understand post virality, have the capability to supervise & control it
Be able to report viral post trends so internal teams can take the right action in a timely manner
Supervise the social media handles of Uber, which are critically Twitter & Facebook with a dash of Instagram as well
Have the expertise to connect with celebrities who raise support tickets on social media (CEOs, actors, sports personalities, journalists, writers, etc)
Should be able to relate support opportunities with Uber’s business needs & hence identify process/policy insights from BAU activities
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Positive Engagement: Must be able to write positive appreciation-worth responses on social media to transform the negative experience into a positive one.
Killer Response: Should be able to see opportunities where we can write virality-worthy responses which get social media traction. In turn, leads to positive brand sentiments.
Delighter Program: Should be inclined to engage with the Rider/drivers on Social, conceptualize a delighter & implement it ends to end for creating positive stories on social media.
Understanding Social Media platforms & metrics
Should have acquired an understanding of Social Media platforms & various metrics accepted globally. Should also be using these platforms to keep one updated about recent policies & features
Strong Verbal And Written Communication
Outstanding written & verbal communication skills with shown ability to write clear, concise, and accurate messages
Demonstrate awareness of social media trends/developments and how those can be implemented to improve community engagement/customer service
In-depth knowledge of and passion for social media Expertise and interest in social media standard methodologies and a willingness to innovate
What the Candidate Will Do
Familiarity with Google Drive, especially Google Spreadsheet & Google Docs Ability to maintain a professional and calm demeanor while juggling multiple, high-priority tasks concurrently
Flexible hours & ability to work mornings, evenings, and weekends to cover hours of operation as needed.
HOW TO APPLY FOR THIS POSITION?
Eligible and interested candidate fill out the online application form through our given link below.