COE Specialist II - Japanese Bilingual

About the Role

This is a unique opportunity to have direct business impact through strategic growth and engagement of driver partners associated with Uber's platform. To succeed in this role, youll need strong execution and solid communication skills to facilitate an in-person onboarding process of driver partners.

In practice this requires an ability to quickly understand our product and our unique value propositions for our users. Highly refined people skills, as well as toughness, persistence and grit, are required to ensure execution excellence. This is a business-side customer facing role, with a clear target and direct impact on the growth of our business.

Your Impact In Role

Provide virtual / call / face to face support with assistance to driver partners through the onboarding process and walk them through the app in the most efficient way possible, as well as assisting any other Ops initiatives

• Demonstrate empathy while solving drivers concerns

• Deliver high quality driver support and driver satisfaction while solving complex inbound or outbound driver issues which may not have a well documented procedure, and where relevant to the line of business, outbound phone support

• Troubleshoot technical issues or problems driver experience

• Work on both phone and ticket-based cases, if relevant, and resolve escalations

• May perform root cause analysis and present findings

• Highlight common ticket types / issues to Team Lead

• Open to work in 24x7 support. Willingness to work in shifts (rotating day/night shifts, rotating weekend offs -- total working hours will be 40 hours a week, 5 days, 8 working hours each day)
• Bilingual in Japanese and English, with proficiency in both spoken and written communication.

The Experience You'll Bring

• Self-driven, independent, contributing to a synergistic work environment where people learn from one another and continuously improve processes on behalf of users
• Strong communication skills whether through phone or messaging or face-to-face

• Fluency in Cantonese is a must, fluency in English is preferred

• Ability to persuasively demonstrate product and industry knowledge to users and problem solving skills

• Strong interpersonal skills to build and maintain relationships

• Good knowledge of the industry is a plus

Preferred Qualifications

• At least 1 year experience in the customer service industry

• Preferably have front line CS experience

PERKS:

• HMO Coverage + Free HMO Dependent After 6 Months
• Paid Time Offs (Vacation Leave, Sick Leave, Birthday Leave, Maternity Leave, Paternity Leave, Solo Parent Leave, and more)
• Unused Leave Conversion
• Attendance Bonus
• Annual Bonus
• Monthly Prizes and Bonuses
• PHP 10k to 30k Referral Bonus

Setup: Onsite (SM Aura Premier Office Tower, Taguig or SkyTech IT Park, Pampanga)
Shift: Shifting