Uklon | Customer Care Online Monitoring

Uklon is a product IT company which develops a leading ride-hailing service. Daily, Uklon expert team pumps up one of the largest infrastructures on the market of Ukraine and abroad ensuring the interaction between drivers and riders.
We create a high-load product with ambitious technological challenges, latest innovations and non-trivial moves behind. Our work framework is to test new hypotheses, push our ideas using the latest tech stack.
Let’s drive the industry together!

Join us as a Customer Care Online Monitoring

Hiring process

Introduction, test task, final meeting
In case you have any questions, feel free to contact our recruiter directly or via email at -au.moc.nolku%40stayaz.alehzna we’re here to help!

Drive with Us

What our offer includes specifically for this role

opportunity to directly influence the workflow of agents and processes

this position suits you if you want not just to “work with people”, but to grow a strong team

opportunity to directly influence the product “today” and see the result of your work as soon as “tomorrow”

modern approach to building processes using powerful IT solutions

opportunity to grow your skillset by working with the Uklon expert community

supporting for and implementing your ideas and initiatives

immersion in a corporate culture that considers every employee significant and valuable

regular performance & salary review

How exactly you can influence the developmentof the Company:

● allocating and monitoring responsibilities within the work shift● providing employees with necessary support and helping them make the right decisions in customer-related situations● communicating with other departments and processing requests● maintaining shift-based reporting● promptly handling emergency requests (accidents, service breakdowns, etc.)● promptly responding to critical issues● identifying systemic problem areas in agents’ work

Challenges for six months:

● familiarising yourself with the company’s products, processes and standards● mastering all tools used by the department● taking over and independently performing the full range of responsibilities● being able to influence and ensure SLA within target values (to keep the indicator within the norm), being able to promptly respond and identify reasons for performance decline● being able to create an action plan in real time to ensure high team efficiency● creating proposals to improve SLA/workload/AHT

To achieve the results, you will need:

● work experience as a monitoring specialist for at least 3 years● ability to multitask and manage time effectively● knowledge of customer service standards and metrics reflecting team performance (AHT, CSAT, FCR, % of requests, % of scheduled hours for request handling, recontacts)● ability to influence and ensure SLA within target values (to keep the indicator within the norm), ability to promptly respond and identify reasons for performance decline● strong analytical skills

How do you manage your working hours?

● Work format - hybrid (for teammates residing in Kyiv)● 2/2 12-hour work shifts (from 05:00 a.m. to 05:00 p.m., from 01:00 p.m. to 01:00 a.m.)● Days off with full compensation: 20 for personal needs, 10 for illness, 1 more on a birthday occasion (a gift from the company), up to 8 for blood donation

How will you level up your skills at Uklon?
● Internal knowledge sharing, mentorship programs, and training for soft & hard skills● Professional certifications for experts● Corporate library and subscriptions to information resources● Personal/team learning budget● Corporate discounts and сompensation for English lessons● Long-term training program for managers
Care and support
● Medical insurance in Ukraine● Paid therapy sessions with Pleso● Providing our soldiers in the Armed Forces with gear and medical supplies● Gamification, gifts, giveaways and partner discounts● Sports events and corporate team buildings● Wellness programs with emotional well-being workshops● Relaxing massage weeks in the office● Promo codes for Uklon rides
Regular Sport Activities:
● Uklon Football – weekly● Uklon Online & Offline Yoga – weekly● Corporate discounts and partial compensation for sports activities.
Corporate social responsibility
Since 2014, Uklon has been actively supporting the Ukrainian army and volunteer community. We are a long-term partner of the Come Back Alive Foundation and, since 2022, have provided monthly financial support to the Serhiy Prytula Foundation. We also regularly organize and contribute to fundraising efforts, focusing on drones — so they fight, not people.
To engage the Uklon rider community in charity, we’ve added one-time and recurring donation features to the app.

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