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Safety Investigations Specialist I - French speaker

Uber

Uber

Lisbon, Portugal
Posted on Thursday, September 7, 2023
About The RoleAt Uber, providing outstanding support that establishes trust for eaters and delivery partners—our community—is a core feature of our product experience. We invest in it and believe in providing the highest quality service executed in the smartest, most efficient way. We help people resolve their issues and turn unhappy users into our strongest evangelists. The right candidate is always looking for outstanding and exciting ways to solve problems with exceptional support and exceptional communication, ensuring that problems are resolved promptly while developing trustworthy relationships with our community!As a Safety Investigations agent, you will work efficiently and effectively through our most critical incidents to drive top results in customer service, accuracy and timely case resolution. Investigators will work closely with our internal customers - Communications, Trust & Safety, Insurance and Legal - to coordinate and facilitate case resolution according to support logic for high severity incidents while balancing external customer service, communications, expectations and demands. What You'll Do
  • Respond to high volume, live queue of sensitive incident inbound cases. Mainly L1/L2 and part of L3/L4 urgent volume.
  • Report & document issues with reporting parties using various platforms
  • Master multiple knowledge base and contact management systems
  • Under direct supervision, reviews incoming urgent and critical incidents (mainly L1/L2) and acts as a first responder in a reported incident.
  • Responds to driver-partners, riders, eaters, couriers, claimants, third parties, and stakeholders related to incidents/accidents that occur in connection with the 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.
  • Categorize incidents/accidents with appropriate contact types for the Special Investigations Unit to further investigate.
What You'll Need
  • 6 months of customer support experience handling sensitive issues. Crisis center, law enforcement or social work experience (preferred)
  • Fluent in French (mandatory)
  • Demonstrated excellent interpersonal skills and ability to establish trust
  • Strong EQ, emotional regulation, communication, problem solving, critical thinking
  • Basic English language proficiency
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.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.