Under supervision, reviews incoming urgent and critical incidents and act as a first responder in a reported incident
Report & document issues with reporting parties using various platforms
Master multiple knowledge bases and contact management systems
Respond to drivers, riders, eaters, couriers, claimants, third parties, and internal stakeholders related to incidents / accidents that occur in connection with the Uber platform
Appropriately supports reporting parties, asks thorough questions in order to sufficiently understand the details of the incident, establishes an empathetic relationship, and ensures thorough documentation of the conversation
Categorizes incidents / accidents with appropriate contact types for Special Investigations Unit to further investigate
Demonstrate excellent interpersonal skills and ability to establish trust
24/7 Shift rotation

Triage Focus:

Manage a high volume, live queue of sensitive incidents and accidents that are often urgent or critical in nature and may involve explicit photos and/or verbal statements
Perform thorough interviews with reporting parties using various support platforms (email, phone) to efficiently gather case information
Involves triaging, waitlisting and assigning cases to investigators

Investigation Focus:

Making detailed investigations, using various support platforms (email, chat, phone) to develop case details, analyze evidence, and take actions according to the process
Manage a high volume, live queue of sensitive incidents and accidents that are often urgent or critical in nature and may involve explicit photos and/or verbal statements

Uber Malaysia

Uber Malaysia工作机会，紧急招聘中！