Safety Investigation Specialist II

Publicado 19-06-2021

Uber

Lisboa Lisboa (Publicidade / Marketing)


About the Role

As a Safety Investigations II agent, you will work efficiently and effectively through our most critical incidents to drive top results in customer service, accuracy and timely case resolution. Investigators will work closely with our internal customers - Communications, Trust & Safety, Insurance and Legal - to coordinate and facilitate case resolution according to support logic for high severity incidents while balancing external customer service, communications, expectations and demands. We help people resolve their issues and turn unhappy users into our strongest evangelists. The right candidate is always looking for unique and exciting ways to solve problems with outstanding support and exceptional communication, ensuring that problems are resolved promptly while developing trustworthy relationships with our community.

What You'll Do

  • Critical case management of urgent cases - L3/L4 IRT
  • Critical case management of non-urgent cases - L1/L2 IRT
  • Deliver high-quality service across multiple support platforms (email and phone) for our most critical cases, covering incidents from accidents to disputes to allegations of sexual harassment to police incidents and more.
  • Show compassion to frustrated riders and drivers, eaters... while solving problems and addressing unsatisfactory experiences.
  • Investigate cases with care to determine the best possible solution for sensitive matters.
  • Engage with local partners (Marketing, Legal, Communications, GMs, and more) to gather feedback and insights to handle a case to resolution.
  • Fix overnight shift - Current shift - 23:00 to 08:00

What You'll Need

  • Incredibly empathetic and understanding of both rides and eats partners alike. You will be a powerful advocate for Uber's users and are passionate about the community experience.
  • Cool and calm under pressure. You have outstanding organisational skills, integrity, and great follow-through on tasks.
  • Be able to adapt to stressful situations and use empathy and calm to de-escalate situations
  • Agile. You can move quickly with care. You embrace change and can absorb new information with ease.
  • Experience in escalated customer service or relevant prior experience investigating urgent and high-priority issues including accidents as well as person-on-person allegations.
  • Dedication to excellence in behavior, performance and work product
  • Good understanding of safety standards.
  • French speaker!
  • Availability to work on the night shift (Current shift - 23:00 to 08:00)

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.