Customer Escalation Support - Fukuoka
Job Description
**About the Role**
Support the business with the following roles:
1. **Operations & Escalations Support:** They will handle any consults or escalations (Phones or Non Phone Modalities) as they are expected to have the subject matter expertise in the LOB. They should have knowledge on handling issues/situations that do not have existing logic based on guidance from program and senior leadership
2. **Insights Generation**: Able to make suggestions and recommendation to better support customer experience and further impact output positively.
3. **Flexibility**: Able to be trained in different facets of the business along with working different schedules if the business permits.
**The Experience You'll Bring**
**Team Player**: Promote and encourage team building and positive work environment
**Process Improvement and Insights Generation:** Drive process improvement and alignment by proactively flagging gaps and actively participating in creating appropriate action plans.
**Compliance:** Drive compliance to established processes and policies and help leads in ensuring all team members are fully aware of key changes and updates
**Consistent Learning:** Stay updated on all product updates and raise unresolved questions with the Stakeholders
**Meetings**: Daily/weekly huddles with SMEs/TLs on common errors, FAQs and best practices
**Stakeholder Management**: Strong partnership and can casually converse and partner with stakeholders/departments to get the job done.
**Independent:** Work independently with minimal supervison with Operations & RCOs
**Queue Management:** Log-in to phone/messaging support on critical volume/inflow hours/days. Resolve escalated contacts or file escalations in C360 or JIRA
**The Experience You'll Bring**
**Insights Generation**: Proactively generates and provide insights to further suggest improvements and work closely with the TLs in executing projects
**Communication:** Impeccable verbal and written skills in Japanese and English
**Change Management**: Proven ability to work in a fast-paced team setting with changes
**Shift Schedule:** Willingness to work in shifts (rotating day/night shifts, rotating weekend offs -- total working hours will be 40 hours a week, 5 days, 8 working hours each day); Also open to work on Holidays in the Philippines and Japan
**Language Skills**: Exceptional in Business Japanese/English language in reading, wrting and speaking
**Preferred Qualifications**
**Stakeholder Communication:** Strong verbal communicator and able to interact with many types of partners; demonstrates ability to set clear expectations and communicate status to customers, colleagues, management Proficient in the English/Japanese language, both in written and verbal modalities
**Presentation Skills:** Can present information to an audience through competent use of data visualization and storytelling skills
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.
\*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](mailto:accommodations@uber.com).