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Guess What!
100
What are the conditions when will you call back a driver?
1 . If the call drops after the opening spiel and an account was auto-populated.
2. If the call drops while transferring to a supervisor
100
Scenario: The driver called in (4:52 PM) and reported that the rider vomited on his leather seat. Because of this, the driver decided not to go online. But after a while, he then went to the nearby carwash station and had the car cleaned (5:52 PM), and went online to confirm trips again (6:15 PM).
QUESTION: On which KB Article and what scenario can we find the appropriate talk paths and actions to be taken on the user's concern?
Article #: 000007171 | Scenario 2
100
What contact type should be used after a successful warm transfer to IRT?
CTG: Driver/Rider > Driver/Rider phone support issues > Escalations
Article#: 000053037 | Transfers [UK CSR Phonebook]
200
Callers have now the option to request a callback if the waiting time is more than ____ mins and less than ___ mins.
Callers have now the option to request a callback if the waiting time is more than 3 mins and less than 15 mins.
200
Drivers are allowed to continuously drive for 10 hours with 6 hours of consecutive rest. (London Driver)
Question: On which KB Article can we find the driving limit of the drivers?
Article Number : 000005274
200
The driver wants to add a vehicle to their account AND the vehicle is on the accepted list and on the drop-down list for the driver’s city.
CTG: Driver > Account > Vehicles > Add additional vehicle
Article #: 000018154 |
[UKI - D] Document Rejection Reasons (Document Status Check)
300
How many requests can we accommodate for parking fee adjustments that can be made for Blue and non-Uber Drivers?
5 fare review adjustments in 30 days
300
Scenario: IRT transfer is denied by the IRT agent but you think it is an IRT issue.
Article #: 000053037
300
Scenario: What is this that you are deducting me?! A retirement fee? I do not need it! I don’t want to be auto-enrolled!
CTG: Driver > Payment > Earnings Amount Review > Pension
Article: 000046314 | (Driver) Pensions - UK
400
Once the account has been verified and the driver's Uber Tier is Gold, Platinum, or Diamond you should verbalize the ______.
Once the account has been verified and the driver's Uber Tier is Gold, Platinum, or Diamond you should verbalize the Uber pro opening spiel.
400
Scenario: The driver called in because he cannot go online. As per the caller, he was asked to upload this MOT Certificate and he received a notification "Please contact support"
Note:
Blockers: N
Documents Active: Y
IRT Issue: N
Vehicle Score: 2/5
Compliance: N
KYC: Open
Error message: N
Within Regional Coverage: Y (London)
Article #: 000018154 | [UKI - D] Document Rejection Reasons (Document Status Check)
- It is a requirement that private hire vehicles have an MOT test completed once every 6 months. Therefore, your MOT certificate is only valid for 6 months from the issue date. Unfortunately your MOT expired on [DATE].
- Please make an appointment for a new MOT test and re-upload the new certificate once complete.
400
Scenario: The Driver is not eligible for a cleaning fee as the receipt submitted was also previously used for another cleaning fee reimbursement in the past.
CTG: Driver > Cleaning Fee > Confirmed fraud
Article#: 000007171 | (Driver) Requested Cleaning Fee - UK
500
What are the cases when do we NOT acknowledge the driver's tier?
- When the Driver did not get what they asked for
- Has been involved in a safety related incident
- is affected by a known outage, or we're unable to help them due to a tools outage.
500
Physical contact is reported to be sexual in nature and without the consent of the user.
Article #: 000014088 | [Global Safety] Taxonomy | Categories and Definitions
Article #: 000012433 | [Global Safety] Sexual Assault
500
Scenario: The driver called in because he was sick for 10 days, from the 7th of July due to chickenpox, he already got his medical certificate from the doctor. He has all the documents needed to file a claim. But he is unable to upload it and saying that the file is too big and unable to download. He is asking for assistance on where can he possibly upload the documents as he will be needing a sick claim ASAP.
Article#: 000049842 | 000007808
CTG: Driver > Info > Standards & service questions > Insurance