Uber Recruitment 2022 | UBER Work From Home Jobs 2022

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Uber Recruitment 2022 | UBER Work From Home Jobs 2022

About the Role

The Social Operations Response Team handles rider and driver-partner concerns pan India, with utmost elan and efficiency and via Twitter, Facebook, emails and phone calls alike. The team works in close coordination with the IRT, ECR and governance team to help users who get in touch with us via social media.

What the Candidate Will Need / Bonus Points

---- What the Candidate Will Do ----

Social Media - Ticket Handling

Connect with high profile riders and influencers on social media and represent Uber's support spirit Handle customer issues from various internal teams i.e. IRT, ECR, Cross support, CEO Escalations, Partner Critical issue, MFI customer concerns, provide language support to SL/BD, supports Independent Driver concern from BPOs and keep a sharp focus on HighPriority queue for critical safety partner concerns.

Have the ability to handle safety-related critical issues on social media with empathy and presence of mind while working with relevant teams internally to get them resolved on time

Provide outstanding customer support through emails and phone calls alike for all of our audiences, if need be. We take pride in the fact that we treat riders and driver-independent driver as equals, and we'd want you to agree

Help in improving processes and never shy away if you have to build a new process. We always optimize for better customer experience

Identify patterns and help in making the support systems better as we scale

Voice and speech capabilities

Should be able to take calls and confidently get along with customers from any social background by effectively listening, understanding, and speaking in English. Other regional languages are a plus

RCA and deep dives

Should have intermediate knowledge of Excel/Word/Slide to extract data, frame basic models, and represent it on documents/slides

Understand post virality, have the ability to supervise and 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 essentially Twitter and Facebook with a dash of Instagram as well

Have the expertise to connect with celebrities who raise support tickets on social media (COEs, actors, sports personalities, journalists, writers, etc)

Insight generation

Should be able to relate support opportunities with Uber's business needs and hence identify process/policy insights from BAU activities

Creative Responses

Positive Engagement: Must be able to write positive appreciation-worth responses on social media to transform the negative experience to a positive one.

Killer Response: Should be able to find 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, ideate a delighter and complete it end to end for crafting positive stories on social media.

Understanding Social Media platforms and metrics

Should have acquired understanding about Social Media platforms and various metrics accepted globally. Should also be using these platforms to keep one updated about recent policies and features

---- Basic Qualifications ----

Strong Verbal And Written Communication (REQUIRED)

Outstanding written and verbal communication skills with the 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

Familiarity with Google Drive, especially Google Spreadsheet and Google Docs Ability to maintain a professional and calm demeanor while juggling multiple, high-priority tasks concurrently

Flexible hours and ability to work mornings, evenings, and weekends to cover hours of operation as needed.

---- What the Candidate Will Do ----

At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We've grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.

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.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

Uber is committed to a safe workplace. We have implemented COVID-19 safety protocols that meet or exceed local public health guidelines. Workplace safety remains our number one priority. As a result, and depending on the workplace location, Uber either requires* or recommends employees be vaccinated to access any of our facilities; this is subject to change solely at the Company's discretion.

Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.


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