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