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Customer Support Expert

3 months ago

Montreal, Quebec, Canada Uber Full time
**À propos du poste**

Nous cherchons à agrandir notre équipe de première ligne à
**Montréal**. Le personnel du Centre Uber est composé d'experts Uber qui ont des interactions en personne et des interactions virtuelles avec les clients qui conduisent et livrent au moyen de la plateforme Uber. Notre équipe allie les ventes, le service à la clientèle et la résolution de problèmes pour aider les chauffeurs et livreurs à tirer le meilleur parti de leur temps d'utilisation d'Uber. Les experts Uber savent inciter les clients potentiels à effectuer leur première course, aider les utilisateurs existants à gagner plus d'argent avec Uber et réintégrer les utilisateurs qui ont cessé d'utiliser la plateforme.

**Veuillez noter que le poste d'expert Uber est un poste rémunéré à l'heure avec un salaire fixe. Uber ne parraine pas de demandes de visa et n'offre pas d'aide à la relocalisation pour ce poste.**

**Ce que vous allez faire**
- Avoir des interactions individuelles et des interactions en groupe avec les clients actuels et potentiels d'Uber, principalement des chauffeurs et des livreurs.
- Poser des questions approfondies pour comprendre les besoins, les réserves et les objectifs des clients; présenter Uber en tant que solution.
- Inviter les chauffeurs et les livreurs à effectuer leur première course sur la plateforme.
- Suivre la logique des étapes de soutien pour aider les chauffeurs et les livreurs existants à résoudre les problèmes.
- Faire preuve de conviction, d'empathie et de créativité pour aider les clients à optimiser leur utilisation d'Uber.
- Réintégrer les chauffeurs et les livreurs qui ont cessé d'utiliser la plateforme en éliminant les entraves et les obstacles auxquels ils sont confrontés.

**Compétences de base**
- Expérience dans un rôle en contact direct avec les clients
- Bilingue français et anglais

**Compétences constituant un atout**
- Expérience en vente, en gestion de compte ou en développement des affaires
- Poste précédent dans le domaine du commerce de détail, du service à la clientèle ou du soutien à la clientèle avec des objectifs de conversion ou de rétention
- Aptitude avérée à résoudre des problèmes et à dépanner
- Compétences en communication efficaces avec la capacité d'interagir et d'entrer en relation avec de nombreux types de personnalités
- **
Exigences physiques**:

- Devra rester en position stationnaire, souvent assis ou debout, pendant de longues périodes.
- Peut avoir à effectuer des mouvements répétés qui comprennent les poignets, les mains ou les doigts, p. ex. utiliser un clavier.
- ** Les exigences supplémentaires comprennent, sans toutefois s'y limiter, ce qui suit**:

- Doit être présent de manière régulière et prévisible sur le lieu de travail assigné.
- Doit avoir la capacité de travailler dans un espace à aire ouverte où il y a un bruit modéré.

**À propos de l'équipe**

Les chauffeurs et les livreurs permettent à Uber d'aller de l'avant. Les Centres Uber sont là pour maximiser la contribution des chauffeurs et des livreurs du réseau en leur offrant un soutien approfondi visant à les garder impliqués et en ligne. Les experts Uber sont des personnes positives et enjouées « qui aiment le monde » et qui s'épanouissent lorsqu'elles aident les autres à atteindre leurs objectifs.

**About the Role**

We're looking to grow our frontline team in Montreal. The Greenlight Hub is staffed with Uber Experts who have in-person and virtual interactions with customers who drive and deliver on the Uber platform. Our team uses a combination of sales, customer service, and problem solving to help "Earners" get more value out of their time using Uber. Uber Experts are skilled at converting prospective customers to take their first trip, helping existing users earn more with Uber, and reengaging users who have stopped using the platform.

**Please note that the Uber Expert position is an hourly role with a set wage.**
**Uber does not provide visa sponsorship and/or relocation support for this role.**

**What You'll Do**
- Have 1:1 and group interactions with current and prospective Uber customers, mostly drivers + delivery people
- Ask probing questions to understand customers needs, reservations, and goals; pitch Uber as a solution
- Convert prospective earners to take their first trip on the platform
- Follow support logic to help existing earners with troubleshooting
- Be persuasive, empathetic, and creative in helping customers decide to leverage Uber more
- Re-engage Earners who have stopped using the platform by overcoming blocks and obstacles they are facing

**Basic Qualifications**
- Experience in a customer-facing role
- ** Bilingual in French/English**

**Preferred Qualifications**
- Sales, account management, or business development experience
- Previous role in retail, customer service, or customer support with conversion/retention goals
- Demonstrated ability to pr