Job Information
Uber Merchant Support - Global Delivery Partner Brands (French Language Required) in Chicago, Illinois
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, Managers, and many other important roles to support business needs and continued growth. Employees in the customer operations teams are responding to tickets submitted virtually by customers and offering in-person customer support.
This is a fixed hourly waged role and does not offer relocation assistance and visa employment sponsorship or transfers.
What You'll Do
Demonstrate empathy while solving customer concerns
Deliver high quality customer support and customer satisfaction while solving complex inbound or outbound customer issues which may not have a well documented procedure, and where relevant to the line of business, outbound phone support
Work on both phone and ticket-based cases, if relevant, and resolve escalations
May perform root cause analysis and present findings
Highlight common ticket types / issues to Team Lead
Deliver high quality customer support on primarily edge cases; heavy reliance on subjectivity and business judgment
May handle customer escalations
Perform root cause analysis and present findings
Communicate with cross-functional stakeholders
Basic Qualifications
Fluency in both French and English (verbal and written)
FOR INTERNALS: At least 6 months of experience in retail, hospitality, or customer service in-person or contact center environment
FOR EXTERNALS: At least 1 year of experience in retail, hospitality, or customer service in-person or contact center environment
Comfortable operating in multiple modalities
Preferred Qualifications
Ability to work weekends, holidays, and outside a standard 8 to 5 shift
Customer empathy - You have a deep understanding of the user experience and the ability to resolve customer support requests in thoughtful and creative ways
Strong written and verbal communication skills - You are an effective communicator and listener, and you adapt easily to varied communication methods
Collaboration - You value teamwork and contribute to a synergistic work environment where people learn from one another
Strategic problem solving - You can leverage multiple resources to inform and support critical decisions
Excellent organization - You effectively prioritize work to target the highest-impact issues first
Optimism - You are motivated by a challenge, and you approach problems with a positive attitude
Ability to remain calm under pressure - You troubleshoot problems and find speedy resolutions in high-pressure, time-sensitive situations
Desire to learn - You're a highly motivated self-starter with an eagerness to learn and grow, and you are receptive to feedback
High flexibility - When the only constant is change, you're ready to roll with the punches
About the Team
At Uber, we believe that providing the highest quality support is a core feature of our product experience. Customer Support Representatives for Merchant Support resolve issues and answer questions for restaurants using the Uber Eats platform. They are always looking for unique and exciting ways to help others, solve problems, and improve future experiences. Merchant Support Specialists make magic, turning unhappy users into our most passionate evangelists.
For Chicago, IL-based roles: The base hourly rate amount for this role is USD$26.50 per hour. You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.
Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form- https://docs.google.com/forms/d/e/1FAIpQLSdb_Y9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform
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