Aiming to optimise its customer support operations in India to enhance driver and rider experience on its platform, online taxi aggregator Uber will be hiring over 150 people over the next few months.
Currently, Uber employs more than 600 people in India across operations that include both sales and marketing. In its Hyderabad facility, Uber has 350 people handling rider and driver support.
It counts India as its third largest markets in terms of a number of trips after US and China.
Uber’s last week merger with China’s business to domestic giant Didi Chuxing is predicted by analysts as a move that would allow them to focus more aggressively on the Indian market.
Bansi Kotecha, the Uber India Head Community Operations told PTI, said, “Responsiveness is at the heart of what we do, and we are committed to building a support network in India that ensures a seamless experience before, during and after every Uber ride.”
Kotecha also added that the company has plans to hire aggressively for its Centre of Excellence (CoE) in Hyderabad to provide efficient and reliable support to riders and drivers.
“The CoE already employs over 350 people and is likely to touch over 500 by the end of this year. This is Uber’s first such state-of-the-art facility in Asia that has been built to provide rapid and efficient support experience to partners and customers,” he said.
Losing the battle to China and seeing their grip weakening in the South-east Asian market, Uber will leave no stones unturned to take the battle to Ola, their largest rival in India.
It had also launched its support facility earlier this year after it committed to invest over $50 million in Telangana.
Uber had made its intension clear to India its main focus in the future after it raised $3.5-billion earlier this year.
In July last year, Uber had announced an investment of $1 billion, nearly Rs 6,652 crores, in India to expand its services here, apart from its investment in the CoE.
Kotecha said, “India is the first country where Uber rolled out phone support for its drivers as majority of them do not find it easy to communicate over email. The CoE also supports critical safety issues raised by drivers and riders through its emergency response team.”
Additionally, the India facility is now also supporting large global accounts for its key enterprise product called Uber of Business, he added.
