Company Description
Life at Grab
At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia.
Get To Know The Team
- Assist Grab Partners, including drivers, passengers, and merchants, in utilizing our products.
- Handle service inquiries and resolve disputes from our drivers, passengers, and merchants.
- Deliver exceptional customer service to our clientele.
- Foster positive relationships and engage in community-building initiatives with drivers, passengers, and merchants.
Job Description
The day-to-day activities:
- Lead the team in processing smooth customer support transactions across various programs and platforms, meeting performance metrics.
- Create positive customer experiences through voice and non-voice channels (livechat and email).
- Train and develop Grab Support Agents to ensure productivity and quality, fostering excellent user experiences.
- Conduct daily briefing sessions for effective communication about existing and new product launches.
- Monitor agent punctuality, optimize work schedules, and handle leaves and overtime.
- Empowered to authorize cancellations, refunds, and reimbursements within predetermined financial limits.
- Collaborate with internal and external teams and departments to ensure solutions are delivered in a timely manner and exceed user expectations for satisfaction.
- Initiate manager call-backs as needed for escalated cases, and promptly identify and elevate issues to the relevant departments, minimizing any adverse effects on user satisfaction.
- Conduct monthly audits and use outcomes for coaching, ensuring adherence to Grab Support's processes and standards.
- Address disciplinary issues, collaborating with HR and agency personnel for fair and timely resolution.
- Prepare and submit monthly reports covering team productivity, quality, feedback, or any other required reports for continuous improvement.
- Collaborate with other team managers across various verticals to ensure timely resolution of pending cases.
- Manage agent performance evaluations and feedback sessions.
- Participate in performance improvement projects assigned by management to enhance processes and strive for an excellent customer experience.
Qualifications
The must haves:
- Bachelor's degree or equivalent, with 1- 2 years of supervisory/managerial experience in a call center environment or the service industry (e.g., telecommunications, banking, technology, airline, tourism, hospitality).
- Able to work in rotating shifts and weekends
- Fluent in both spoken and written English.
- Excellent communication and interpersonal skills.
- Good leadership skills with the ability to inspire and motivate a team.
- Adaptability and flexibility in a dynamic work environment, with the capability to seamlessly transition into new roles based on operational requirements.
- Proficient in handling disciplinary matters and conducting performance management.
Additional Information
Our Commitment
We are committed to building diverse teams and creating an inclusive workplace that enables all Grabbers to perform at their best, regardless of nationality, ethnicity, religion, age, gender identity or sexual orientation and other attributes that make each Grabber unique.
