Job Location: Hyderabad/Secunderabad
Service team analyst II will engage directly with customers after a support interaction to gain a better sense for the issues that led to the customer pain point and support dissatisfaction. The specialist will then synthesize these learnings with a team to produce takeaways and recommendations on how to mitigate specific customer pain points, developing Insights Generator insights. A service team analyst II will need to communicate empathetically with customers, identify root causes to challenging support interactions, and develop theories on how to address those issues. This role will have a direct impact on improving the customers experience through post-support ticket scrubbing / contact reviews and customer experience improvement recommendations.
Duties and Responsibilities
- Review contacts to identify thematic root causes of the issue.
- Conduct ticket scrubbing /contact reviews/ call audits to gain a deeper understanding of the customers dissatisfaction.
- Synthesize contact reviews into recommendations for CommOps, Ops, and Product.
- Leverage data uncovered via contact reviews to identify representative anecdotes that illustrate common customer experiences.
- Support team lead & pod leads in creation of US&C Insights Generator presentation
What youll need:
- Strong written and verbal communication skills including ability to confidently and diplomatically express opinions and voice concerns with other team members, to listen effectively, and to present effective written communication to varied audiences
- Desire to learn – Youre a highly motivated self-starter, with an eagerness to learn and grow, and you are receptive to feedback
- Collaboration – You value the importance of teamwork and foster collaboration
- Customer empathy – You have a deep understanding of the user experience and the ability to resolve customer support requests in unique and creative ways
- Ability to think outside the box – You come up with innovative ideas for how to improve the customer experience using systems or processes that may not already exist at Uber. You leverage the insights generator findings to come up with best-case scenarios independent of existing systems.
- Optimism – You are motivated by a challenge, and you approach problems with a positive attitude
- Excellent organization of projects, and customer impact levels – You effectively prioritize data organize your insights and recommendations from data into the highest-impact key themes
- Strong English phone support skills
- Good attendance record – You are consistently present and meet deadlines for insight presentations. You are an enthusiastic contributor to the greater Insights Generator team during brainstorms and presentations.
- Strong process orientation – You must be able to follow legally required guidelines while also collecting valuable insights from our customers.
- Storytelling – You are able to tell clear stories to stakeholders, expressing customers current and ideal experiences.
- You use storytelling to convey Insights Generator insights and to convey a sense of urgency for external stakeholders to address issues.
- Proven ability to work on a deadline and a high level of commitment towards deliverables
- Data analytics – Youre able to identify trends in data and, using Google Sheets, youre able to let Insights Generator data guide a customer narrative.
- Youre able to use Pivot tables to organize data sets.
- Passion for data analysis and the ability to think on defect reduction, process/policy improvement, and tool enhancements opportunities
- Success metrics Adherence to contact review process
- Insights generated that are supported with specific customer interactions
- Ability to collaborate with the team to aggregate feedback and produce cohesive narratives
- Able to support your quality insights and observations with data points.
- Should be able to add specific insights and observations on the google slides/ doc in a structured format.
Preferred Skills:
- Google sheets – Intermediate Data Visualization – Intermediate Google Slides/Google doc preparation – Beginner
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