CS Representative Uber T2
Job Summary
The Concentrix Uber T2 CSR account provides Tier 2 support for Uber customers, including riders, drivers, delivery partners, and merchants. Agents handle a blended role across voice, chat, and email to resolve escalated concerns and complex issues. Responsibilities include investigating trip, fare, and payment problems while meeting quality and productivity KPIs.
Responsibilities
- Handle inbound inquiries through phone, chat, and email
- Resolve escalated concerns from riders, drivers, and partners
- Investigate trip, fare, payment, and account issues
- Document interactions and meet quality KPIs
Required Skills
- High School or Senior High School Graduate
- 1 to 4 years BPO experience
- No pending application in Concentrix
Job Details
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