Bilingual Concierge Specialist II — Premium VIP Support

Uber; Lisboa; Presencial; EUR 32 000 - 52 000; Tempo integral

Resumo da oferta

Uber is seeking a COE Specialist II in Lisbon to deliver premium, white-glove phone support for high-value riders and chauffeurs. You will act as a concierge and customer advocate, owning issues from identification through resolution, and coordinating across partners to ensure service recovery and exceptional outcomes.

The role requires strong judgment, clear communication, operational agility, and a hospitality-first mindset, with opportunities for bonuses and other compensation.

Qualificações

• Professional proficiency in Spanish and English for phone-based interactions.

Responsabilidades

• Deliver polished, high-touch phone support to high-value riders and chauffeurs following service standards.
• Build trust through empathy, clear communication, proactive problem-solving, and end-to-end ownership.
• Manage complex trip disruptions, including driver cancellations, delays, and special requests.
• Work to preserve or recover a customer's trip while balancing needs with constraints.
• Conduct proactive outreach to prevent service failures or improve outcomes.
• Support live trip triage with cross-functional teams.
• Coordinate with partners to facilitate service recovery and special requests.
• Escalate time-sensitive situations appropriately while tracking resolution.
• Communicate recurring pain points and insights to stakeholders.
• Support testing and adoption of new processes and enhancements.
• Maintain knowledge of evolving procedures and support expectations.
• Handle sensitive customer and trip information with discretion.

Conhecimentos

Spanish

English

Descrição da oferta de emprego

Uber is seeking a COE Specialist II in Lisbon to deliver premium, white-glove phone support for high-value riders and chauffeurs. You will act as a concierge and customer advocate, owning issues from identification through resolution, and coordinating across partners to ensure service recovery and exceptional outcomes.

The role requires strong judgment, clear communication, operational agility, and a hospitality-first mindset, with opportunities for bonuses and other compensation.