Customer Service Representative / UBER T2 Account / Concentrix Bridgetowne
Full-time
Lexie
The Concentrix Uber T2 CSR account is typically an On-Demand Delivery / Ride-Sharing Support line of business (LOB). Agents provide Tier 2 (T2) support for Uber customers and, depending on the queue, may also assist drivers, delivery partners, or merchants with more complex concerns that cannot be resolved by Tier 1 agents. The account is commonly offered as a blended role, handling voice, chat, and email interactions.
Line of Business (LOB)
- Industry: Ride-Sharing / Mobility / On-Demand Delivery
- Account Type: Customer Service (Tier 2)
- Channels: Voice, Chat, and Email (Blended)
- Customers Supported:
- Riders (passengers)
- Driver-partners
- Uber Eats delivery partners
- Merchants/Restaurants (depending on queue)
Job Description
As a Customer Service Representative – Uber T2 , you will deliver advanced customer support by resolving escalated concerns and ensuring a positive customer experience.
Key Responsibilities
- Handle inbound customer inquiries through phone, chat, and email.
- Resolve escalated concerns from riders, drivers, and delivery partners.
- Investigate trip, fare, payment, and account-related issues.
- Assist customers with account verification, login, and profile updates.
- Coordinate with internal teams for cases requiring further investigation.
- Accurately document customer interactions in CRM systems.
- Meet quality, productivity, and customer satisfaction KPIs.
- Maintain professionalism, empathy, and compliance with company policies
Common Concerns Handled
- Trip fare disputes
- Missing or incorrect charges
- Driver or rider account issues
- Lost and found requests
- Trip cancellations
- Promo code and Uber Cash concerns
- Uber One membership inquiries
- Payment method issues
- Driver earnings and payout concerns
- Uber Eats order issues (depending on assigned queue)
Job Requirements
High School Graduate (Old Curriculum)
Senior High School Graduate
With 1 year - 4 years bpo experience
No pending Application in concentrix
Process:
Assessment
Final Interview
Vacancy posted 7 hours ago
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