The Concentrix Uber T2 CSR account is typically an On-Demand Delivery / Ride-Sharing Support line of business (LOB). Agents provide Tier 2 (T2) support for Uber customers and, depending on the queue, may also assist drivers, delivery partners, or merchants with more complex concerns that cannot be resolved by Tier 1 agents. The account is commonly offered as a blended role, handling voice, chat, and email interactions.

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