Investigations Case Manager

4 semanas atrás


Lisboa, Lisboa, Portugal Uber Tempo inteiro

About the Role

Uber is seeking a skilled Investigations Case Manager to join its team. As an agent in this role, you will work diligently to resolve critical incidents, ensuring top-notch customer service, accuracy, and timely case resolution. Your work will involve collaborating closely with internal customers, including Communications, Trust & Safety, Insurance, and Legal, to coordinate case resolution according to support logic for high-severity incidents.

Responsibilities

  1. Respond promptly to high-volume, live queues of sensitive incident inbound cases, primarily L1/L2 and part of L3/L4 urgent volume.
  2. Report and document issues with reporting parties using various platforms.
  3. Master multiple knowledge base and contact management systems.
  4. Engage with driver-partners, riders, eaters, couriers, claimants, third parties, and stakeholders related to incidents/accidents occurring in connection with the platform.
  5. Support reporting parties by asking detailed questions to understand the incident details, establish a relationship, and ensure thorough documentation of conversations.
  6. Categorize incidents/accidents with appropriate contact types for Special Investigations Unit further investigation.

Requirements

  • Proficiency in Dutch and English is required.
  • Strong EQ, emotional regulation, communication, problem-solving, and critical thinking skills.
  • A minimum of 6 months of customer support experience handling sensitive issues.
  • Crisis center, law enforcement, or social work experience.
  • Outstanding verbal and written communication.
  • Excellent Teammate: Collaborate internally or across functional/regional areas to achieve the best possible outcome with partners.
  • Customer Centricity.


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