Customer Support Specialist / COE Specialist (Pampanga) Php 15K Signing Bonus

About the Role

As a Community Operations Specialist in the Center of Excellence (COE), you will:
Support Uber driver-partners and delivery earners by addressing their inquiries. Acting as the first level of escalation, you will ensure earners receive accurate and timely assistance with their concerns, contributing to their compliance and operational success.

What the Candidate Will Do

As a Community Operations Specialist, you are expected to:

Issue Resolution:

• Troubleshoot issues with earners missing forms or discrepancies
• Escalate unresolved or advanced issues to relevant teams for resolution.

Compliance and Collaboration:

• Ensure all communications and actions align with policies and local regulatory requirements.
• Work with internal teams and stakeholders to address complex or unresolved concerns.

Knowledge Building:

• Stay updated on policies, guidelines, and product updates.
• Participate in team huddles and discussions to address common errors, share FAQs, and exchange best practices.

As a Customer Support Specialist, you take ownership for resolving issues for customers [OWN THE ISSUE]. You use your customer-centricity, problem-solving, and critical thinking skills to tackle the most sophisticated and challenging customer concerns. You will be the voice of Uber for customers and create advocates out of even the most frustrated users, and you're always looking for outstanding and exciting ways to improve their experience!

Your Impact in Role:

Solving difficult problems: Seek to understand the complexity of customer issues, and employ your critical thinking, problem-solving, and case management skills to proactively solve these contacts effectively and efficiently. [SEEK TO UNDERSTAND, OWN THE ISSUE]

• Educating our customers for the future: Play a meaningful role in proactively educating customers and provide alternative user experience support channels [EDUCATE FOR THE FUTURE]
• Being customer-centric: Be empathic to our customers issues and provide outstanding customer service to turn their negative experiences into positive ones. [MAKE IT RIGHT]
• Working collaboratively with others: Work closely with regional leadership and your team to solve difficult issues and provide insights that improve the quality of Uber's customer support to drive a culture of learning and continuous improvement within the company. [ASK FOR HELP WHEN NEEDED, SEEK TO UNDERSTAND]

Basic Qualifications

• A bachelor's degree in any field is preferred but not required.
• Must have excellent verbal and written communication skills.
• Must have high proficiency in multi-tasking with computers (typing, navigating between tools, and using

  various software).

• Must demonstrate outstanding comprehension and problem-solving skills.
• Must be willing to work in a team environment, fostering collaboration and continuous process improvement.
• Must be willing to work shifts totaling 40 hours per week, including weekends, holidays, and weekly evening schedules. 
• Must be willing to work onsite, primarily in the Skytech IT Park in Clark Angeles City, Pampanga.

Preferred Qualifications

• Knowledge of Google Sheets, particularly using formulas.
• Ability to manage multiple tasks or projects simultaneously.

Perks:

Php 15,000.00 Signing Bonus!
HMO Coverage
1 FREE HMO Dependent after 6 months*
Leave Credits
Unused Leave Conversion
Attendance bonus
Annual bonus
Monthly prizes and bonuses
Up to 30K referral bonus

• Setup: Onsite (Angeles City, Pampanga)
• Shift Schedule: Night Shift (Will support US / Canada)