By Marna Dagumboy Del Rosario | PNA
MABALACAT CITY, Pampanga — Uber’s newest Center of Excellence (CoE), touted as the biggest globally, was officially inaugurated here Thursday to provide efficient, reliable, round-the-clock support to customers.
(From left) Uber Clark Center of Excellence program leader Ricco Gamboa, Uber vice president and global head of Community Operations Troy Stevenson and Asia Pacific director of Community Operations Wen-Szu Lin, lead the inauguration ceremony for the company’s USD1.5-million Clark Center of Excellence located at the Skytech IT Park in Barangay Camachiles, Mabalacat City, Pampanga on Thursday (April 4, 2019). The facility aims to provide efficient, reliable, round-the-clock support to Uber’s customers. (Photo by Marna Dagumboy-Del Rosario)
Recognizing the Philippines as a strategic hub for global community operations and shared support, Uber initially infused USD1.5 million for the 2,919-square meter state-of-the-art facility, which will employ 165 customer service specialists who will provide world-class support, 24/7, to the Uber community.
During the inspection located at the 2nd floor of the Skytech IT Park in Barangay Camachiles here, Uber Clark CoE program leader Ricco Gamboa said Uber’s work station can accommodate up to 300 customer service specialists.
He said the Clark Center of Excellence is designed to provide specialized support for critical incidents that require immediate attention, employing teams of solution-oriented, trusted advisors to support millions of customers across the Asia Pacific region, and around the world.
Gamboa also said that Uber’s solutions are rooted in technical skills, product expertise, and a deep understanding of their customers’ needs.
“The center will provide support via multiple channels – email, phone, video chat and social media to ensure seamless experience before, during and after the ride,” he said.
Troy Stevenson, global head of Community Operations, said that the Philippines is already home to Uber’s largest Center of Excellence globally.
“I am delighted to unveil our second center today in Clark, and reaffirm our commitment to the Philippines, and the Asia Pacific region, through this significant investment,” Stevenson said.
Uber’s first Asia Pacific Center of Excellence opened in Manila in 2015, at a sprawling 5,500-square meter office in Bonifacio Global City, Taguig, and employs more than 1,000 team members.
The new Clark Center of Excellence, while technically located in Mabalacat City, Pampanga, was named after the closest port of entry following a tradition in Uber offices around the world and provides an easy landmark reference for the worldwide operations.
Wen-Szu Lin, director of Community Operations, Asia Pacific, meanwhile said that “it was an easy decision to deepen our investment in the Philippines and open a second Center of Excellence in Clark, complementing our existing Manila team.”
“We are pleased to be able to create new economic opportunities for talented professionals with the goal to more than double the team in Clark by the end of the year, while expanding our global support services from this strategic location,” he said,
“If you would like to learn more about the opportunities available today at Uber’s Center of Excellence, please visit our career site — we are hiring and we’d love to hear from you,” he added.
