COE Specialist I - US&C UGO

COE Specialist I - US&C UGO Department: Community Operations Team: Community Operations Location: Taguig City, Philippines Type: Full-Time **#Greatmindsdontthinkalike:** At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts. **About the Team** Community Operations is the heart and soul of our **#BuildWithHeart** approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it’s an organisation that touches every part of Uber! **About the Role** The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers, and Uber's Centers of Excellence (COEs) are contact management centers dedicated to making that happen 24/7. At our COEs, we hire Community Support Representatives to support business needs and continued growth. Employees in the customer operations teams are responding to calls from customers and offering customer support. ## **Your Impact in Role:** - Provide high quality virtual customer support through phone - Ensure low to medium complexity customer issues are resolved using procedures - Ensure high customer satisfaction and demonstrate empathy while solving customer concerns - May perform root cause analysis and present findings - Work on a line of business which has low ambiguity, is stable, with well documented procedures **The Experience You’ll Bring:** - Problem Solving - Effectively resolving issues that involve people, things, and processes by using logic and common sense. Identifying the root cause of a problem as opposed to focusing on the symptoms. - Critical Thinking - Ability to analyze the problem, apply logical and structured thinking to resolve problems accurately. - Phone support experience