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Fresher Hiring For Community Support Representative @ "Uber" in Gurugram

About Company

Name: Uber

Website: www.uber.com

Job Details:

Education: B.E/B.Tech/Any degree

Experience: 0-2 Years

Job Location: Gurugram

Job Description:

Community Support Representative

At Uber, providing amazing customer support that establishes trust for riders and driver partners–

our community–is a core feature of our product experience. We invest in this mission and believe in

providing the highest quality service executed in the smartest, most efficient way.

Profile 1: Defect Reduction


Constant evaluation and updating our training framework

Design specific issue level video training content which could be digitally sent or included in in-

person training

Create content around IAH adoption

Driving projects at GL and airports focused on reducing issues pertaining to professionalism,

Cancellation and Waitlisting

Uncovers new fraud techniques from the drivers and riders

Profile 2: Competitor Analysis

End to End comparison of IVR on all issue types, AHT, DSAT

In-App Help – design, languages and vocabulary along with performance measurement

Policy comparison on each issue type

Explore other Support Mechanisms which could reduce costs or improve driver experience

Create a driver feedback mechanism and operationalize it.

Profile 3: Insight Generation

Tickets and Call scrubbing activity to cull out insights from internal data

Conducting experiments at Greenlight centres and Airports to gather ground level information

Taking Driver Trips to gauge and understand the real-time issues

Interview Process:

Multiple Face-to-Face interviews


Candidate Profile

Education: All Graduates – 2017/2018 Batch (B.A., B.A.(Hons.), B.Com., B.Com.(Hons.), B.Sc.,

B.Sc.(Hons.), B.Sc.(Hotel Management), B.Tech/B.E., BBA, BCA)

Desired Experience: 0 to 2 years

Excellent organizational skills, integrity, and follow-through on tasks

Enjoyment from learning and looking for ways to innovate. You enjoy testing different support

strategies and tracking results

Excellent written and verbal communication skills including ability to listen effectively; to

confidently and diplomatically express opinions and voice concerns with other team members

Passion for helping others and creating support experiences that exceed users’ expectations

Experience in service, customer support, manufacturing or distribution in a high-volume and fast-

paced environment is a plus


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