Customer Service Representative B2B

hace 2 semanas

Costa Rica Uber A tiempo completo

About the Role

Uber Overview

At Uber, we ignite opportunity by setting the world in motion. We take pride in our diverse and inclusive culture, where each employee is valued for the unique perspective they bring. Through innovation, collaboration, and our #BuildWithHeart approach, we're building the future of customer and business support.

About the Position - Business Development Specialist I (B2B)

As a COE Specialist I for Uber for Business (U4B), you'll provide frontline support to business customers using Uber's platform for corporate transportation and meal services. You'll help clients and their employees navigate the platform, solve operational issues, and ensure a smooth experience that enhances their productivity and satisfaction.

This entry-level role is ideal for individuals passionate about delivering high-quality service, learning fast, and growing within a B2B support environment. You'll work across various support channels and collaborate with internal teams to ensure issues are resolved effectively and efficiently.

What You'll Do

  • Provide frontline support to Uber for Business clients and their employees through multiple channels: email, whatsapp, chat, and phone.
  • Assist with onboarding and setup of corporate accounts and help users understand how to access rides, meals, and account features.
  • Troubleshoot issues related to account access, billing discrepancies, trip failures, payment methods, and expense integrations.
  • Collaborate with internal teams (Sales, Finance, Risk, Engineering) by escalating urgent or unresolved issues and following up on them with clear documentation.
  • Use tools like Salesforce, Jira, Bliss, and Slack to manage and track support cases accurately.
  • Provide basic follow-ups or clarification to clients or internal teams when an issue requires cross-functional input or investigation.
  • Use C360 entries to document and escalate recurrent issues, inefficient processes, or unclear KBs that negatively impact the customer experience.
  • Proactively share patterns in client feedback to help identify areas of improvement for tools, support flows, or help center content.
  • Ensure a high level of professionalism and empathy in all interactions, aiming to build trust with business clients.
    Participate in knowledge sharing and calibration internal sessions to ensure consistency and quality in responses.

What You Will Learn

  • Foundations of B2B customer support and how to deliver client-centered service in a corporate environment.
  • Best practices in multichannel support, including email, phone, and chat.
  • How to use enterprise support platforms like Salesforce and Jira.
  • How Uber's business ecosystem operates and how support functions interact with Sales, Finance, and Risk.
    Basics of root cause identification and insight generation to improve the customer experience.

Basic Qualifications

  • High school diploma or equivalent.
  • At least 6 months of customer service experience (B2B experience is a plus).
  • Strong verbal and written communication skills in both English (B2).
  • Strong problem-solving and multitasking abilities.
  • Familiarity with support systems and willingness to learn new tools.
    Ability to work full-time in rotating shifts (day/night/weekends).

Preferred Qualifications

  • 1+ year of customer service experience, especially in B2B, tech, retail, or hospitality industries.
  • Experience using Salesforce, Jira, or Bliss is highly valued.
  • Previous experience working in a 24/7 environment or overnight shifts is a plus.
  • Demonstrated interest in customer insights, operational processes, or continuous improvement.

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