Illinois Staffing
Bilingual Senior Merchant Support Specialist - (French)
Illinois Staffing, Chicago, Illinois, United States, 60601
About The Role
The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers, and Uber's Centers of Excellence (COEs) are contact management centers dedicated to making that happen 24/7. At our COEs, we hire Community Support Representatives, Managers, and many other important roles to support business needs and continued growth. Employees in the customer operations teams are responding to tickets submitted virtually by customers and offering in-person customer support. What The Candidate Will Do
You are the primary support point of contact for administrators at Uber Eats' largest and most brands. We're looking for someone to build a strong rapport with these Merchants by providing consistently excellent and comprehensive support, as well as championing their issues across Uber. You'll make using Uber Eats as seamless as possible for Merchants, resulting in a trusting, long-lasting partnership. Drives resolution of complex problems by leveraging internal resources and using multiple communication channels including email, chat, and inbound/outbound phone support Learn and cater to brand nuance to ensure each interaction and resolution is individualized and anticipates the future needs of the brand. Partner with internal teams to ensure your customers' issues are escalated appropriately and satisfactorily resolved while keeping the customer informed of the progress. Proactively identify trends or impending issues and inform your client to minimize disruption to their service. Collaborate with Account Managers and other Stakeholders to keep them apprised of brand concerns and share optimization strategies based on brand-specific platform use and insight. Identify and propose internal systems, product, or policy recommendations to enhance the efficiency of our support team and to improve the support experience across all Global Delivery Partners. Basic Qualifications
+ FOR INTERNALS: At least 6 months of experience in retail, hospitality, or customer service in-person or contact center environment + FOR EXTERNALS: At least 1 year of experience in retail, hospitality, or customer service in-person or contact center environment + Comfortable operating in multiple modalities + Fluent in French and English. Comfortable with communicating in both languages verbally and written. Preferred Qualifications
+ Comfortable flexing between multiple workflows to assist different teams in need of French support
The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers, and Uber's Centers of Excellence (COEs) are contact management centers dedicated to making that happen 24/7. At our COEs, we hire Community Support Representatives, Managers, and many other important roles to support business needs and continued growth. Employees in the customer operations teams are responding to tickets submitted virtually by customers and offering in-person customer support. What The Candidate Will Do
You are the primary support point of contact for administrators at Uber Eats' largest and most brands. We're looking for someone to build a strong rapport with these Merchants by providing consistently excellent and comprehensive support, as well as championing their issues across Uber. You'll make using Uber Eats as seamless as possible for Merchants, resulting in a trusting, long-lasting partnership. Drives resolution of complex problems by leveraging internal resources and using multiple communication channels including email, chat, and inbound/outbound phone support Learn and cater to brand nuance to ensure each interaction and resolution is individualized and anticipates the future needs of the brand. Partner with internal teams to ensure your customers' issues are escalated appropriately and satisfactorily resolved while keeping the customer informed of the progress. Proactively identify trends or impending issues and inform your client to minimize disruption to their service. Collaborate with Account Managers and other Stakeholders to keep them apprised of brand concerns and share optimization strategies based on brand-specific platform use and insight. Identify and propose internal systems, product, or policy recommendations to enhance the efficiency of our support team and to improve the support experience across all Global Delivery Partners. Basic Qualifications
+ FOR INTERNALS: At least 6 months of experience in retail, hospitality, or customer service in-person or contact center environment + FOR EXTERNALS: At least 1 year of experience in retail, hospitality, or customer service in-person or contact center environment + Comfortable operating in multiple modalities + Fluent in French and English. Comfortable with communicating in both languages verbally and written. Preferred Qualifications
+ Comfortable flexing between multiple workflows to assist different teams in need of French support