Company Description

About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Job Description

Get to Know the Team

Assist Grab Partners, including drivers, passengers, and merchants, in using our products. Handle service inquiries and resolve disputes from our drivers, passengers, and merchants. Deliver exceptional customer service to our clientele. Foster relationships and participate in community-building programs with drivers, passengers, and merchants.

Get to Know the Role 

You will help Grab by identifying and prioritizing customer feedback and creating processes that support operations. This ensures smooth consumer support transactions and meets the performance metrics of the contact centers. You will report to the GrabSupport Operations Senior Manager and you will be based onsite at our Chang Mai's office.

The Critical Tasks You Will Perform

Create positive user experiences through voice and non-voice channels (livechat and email).Lead Grab Support Operation in managing smooth operations across diverse platforms. Monitor the contact center operations in real-time to ensure the team meets departmental targets.Oversee and develop Grab Support Agents to enhance productivity and maintain high quality, promoting outstanding user experiences. Conduct agent performance evaluations and feedback sessions.Manage the quality audit and monitoring process. Work with the quality assurance specialist ensuring written and verbal performance feedback to grab support agents. Make recommendations for areas of operational improvement to improve user experience and increase efficiency in the grab support operations.Empowered to authorize cancellations, refunds, and reimbursements within predetermined financial limits.Initiate manager call-backs for escalated cases, and promptly identify and delicate issues to the relevant departments, minimizing any adverse effects on user satisfaction.Prepare and submit monthly reports covering team productivity, quality, feedback, or any other required reports for continuous improvement.

Qualifications

What Essential Skills You Will Need

Bachelor's degree or equivalent, with 2 years of supervisory/managerial experience in a call center environment or the service industry (e.g., telecommunications, banking, technology, airline, tourism, or hospitality).Work in rotating shifts and weekendsFluent in both spoken and written English.In a work environment, with the capability to transition into new roles based on operational requirements.Proficient in handling disciplinary matters and conducting performance management.

 

Additional Information

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

We have your back with Term Life Insurance and comprehensive Medical Insurance.With GrabFlex, create a benefits package that suits your needs and aspirations.Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leaveWe have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For at Grab

We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.