服務要求

若接收到嚴重投訴,
Uber 將會暫時凍結你的賬戶。
視乎不同情況, 你可能需要接受再培訓或被永久停止賬戶。
若所得評分低於0.7,Uber 亦會暫時凍結你的賬戶。

專業態度

 

  • 不可與客戶、餐廳有正面衝突
  • 記得講唔該、多謝、唔洗客氣…
  • 盡快送遞食物到客戶手中
  • 當你在送貨過程中有任何問題,請聯絡行程支援團隊

注意事項

送餐過程
  • 請按照食客的送餐指示送遞餐點,請勿要求客戶在路邊交收
  • 安全第一,遵守交通規則
送酒精類飲品時
  • 切勿送遞酒精飲品給十八歲以下人士(需要時可以要求檢查客戶身分證)
  • 切勿送遞酒精飲品給已醉酒人士
  • 如果客人未滿十八歲已喝醉,請擱置送遞並聯絡行程支援團隊

送餐前準備

接單前,應該:
  1. 時刻保持雙手清潔。
  2. 定期清潔你的保溫袋。
  3. 上線前確保有足夠的所需物資。
  4. 確保衣著合適。

物資

合適衣著

行程支援團隊

當行程上遇到任何問題需要即時支援,請聯絡行程支援團隊
  • 無法聯絡餐廳和客人任何一方
  • 因任何原因而導致延遲送遞

服務水準

送餐夥伴必須達到服務質素標準才可獲得獎金

我們會適當地調整標準,為你提供足夠緩衝以確保公平

每週接單率 >= 80%

  • 接受至少 80% 的訂單
  • 應盡量接受所有獲派的訂單,如果你未準備好接單或需要休息時間,請「離線」

 

每週完成率 >= 60%

  • 完成至少 60% 獲派的訂單 (食客及餐廳如取消訂單將會影響你的每天完成率)
  • 準時到達餐廳並將食物送遞給食客,避免食客或餐廳因等待太久而取消訂單

 

每週負評 <= 10%

  • 完成每個訂單後,食客會將該次送遞評分為 “讚好” 或 “負評”, 你每週的負評率需維持在10%以下(計算方法:負評數/總完成單數)
  • 你需要遵守我們的良好服務守則,提供最好的顧客服務

 

合理送餐時間

  • 接到訂單後,你應該小心選擇路線盡快前往取餐並送遞至食客地址

  • 一旦被發現繞路、拖延送餐,或送餐時間持續低於預計送餐時間,將有機會被扣除獎金,甚至凍結帳戶

 

沒有嚴重投訴

  • 我們非常重視服務質素。食客的投訴或任何不正當行為(如:打架、侵犯私隱等)一旦被證實,所有獎金將會被扣除,嚴重者會被凍結帳戶

 

絕不容許任何欺詐行為

  • 我們對於欺詐行為是零容忍的,包括揀單、做假單、無人地區掛機等
  • 如發現有欺詐行為,所有基本車資及獎金將被扣除, 永久凍結帳戶,並需負上法律責任
  • 服務時間外之上線時間不計獎金

Quality Requirements

Score Standard

Uber may temporarily suspend your account if you receive complaints from customer.
Depends on situation, you will need to re-train or be permanently banned.
If your score is below 0.7, Uber will also suspend your account.

Being Professional

  • No confrontation with eater and restaurant.   
  • Be polite
  • Deliver the food as soon as possible
  • Please contact On-Trip Support if you encounter any problem during delivery

Protocols To Follow

General
  • Deliver food according to the customer note, DO NOT request customer to meet you curbside
  • Safety first, follow the traffic rules
Alcohol
  • Never deliver alcoholic beverages to anyone BELOW the age of 18 (check ID if uncertain)
  • Never deliver alcohol to an individual who is visibly INTOXICATED.
  • If customer is either under the age of 18 or visibly intoxicated, please withhold delivery and contact On-Trip Support.

Before Delivery

Please make sure you:

  1. Maintain a high level of hygiene.
  2. Clean your delivery bag often.
  3. Always charge your phone.
  4. Wear proper casual attire.

Material support

Casual wear

On-Trip Support

If you encounter any problem that require instant support during delivery, please contact On-Trip Support.
  • In case you can’t locate the restaurant or customer.
  • In case you encounter any unexpected situation that forces you to postpone delivery.

Service Quality Standard

A delivery partner must comply with all service quality standard to receive incentives.
We will adjust the standard accordingly to make sure they are fair and equitable.

Weekly Acceptance Rate >= 80%

  • Accept at least 80% of the dispatched orders
  • You should accept as many dispatched orders as possible. If you are not ready to deliver or need a break, please go offline

 

Weekly Completion Rate >= 60%

  • Complete at least 60% of the dispatched orders (it will affect your completion rate if customers or restaurants cancel the order)
  • Pick up and deliver on time to avoid cancellation

 

Weekly Thumbs-Down <= 10%

  • Customers will rate the delivery experience with “thumbs-up” or “thumbs-down” after each completed order, you should have less than 10% “thumbs-down” of all the completed orders in a week
  • You should comply with our service quality standards and try your best to deliver the best customer experience

 

Reasonable Delivery Time

  • After accepting a dispatched order, you should carefully plan your route, pick up and deliver food to customer as soon as possible
  • If a driver partner is found to detour, delay delivery, or his/her delivery time continues to be lower than the estimated delivery time, it may result in incentives deduction, or account suspension.

 

No Major Customer Complaint

  • We attach great importance to our service quality. If any major complaint received from the customer or reported misconduct (e.g. involve in a fight, abuse etc.) verified to be true, it will result in deduction of all incentives

 

No Fraud Conduct

  • We have ZERO TOLERANCE towards fraud conduct: gaming and system etc.
  • Fraud will result in deduction of incentives, account suspension and legal consequences