Grab Support Operations Manager

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.

Job Description

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.

Responsibilities
You will help the organization to identify and prioritize customer feedback and create/ensure smooth processes that support operations.
In this role, you will:

• Lead the way in processing smooth consumer support transactions across various programs and platforms in order to meet the performance metrics of the contact centers.

• Create positive consumer experience via the voice, non-voice channels (digital).

• Train and develop a team of grab support agents to ensure the team is meeting both productivity and quality in delivering the best consumer experience to Grab consumers and partners.

• Perform daily briefing sessions in communicating and ensuring understanding to all team members for existing and new product launch.

• Monitor agent’s tardiness and work closely with planner to ensure optimum working schedule which include leaves and overtime.

• Authorized to approve all cancellation, refund and reimbursement within the approved limitation.

• Perform manager call back whenever deemed necessary for escalated cases.

• Work closely with other verticals (eg. Payments team, DLR) in relation to Grab Support-related processes that requires process improvement.

• Perform monthly audits and coaching derives from audits outcome in order to ensure all Grab Support’s processes and standard are adhered at all times

• Manage all disciplinary issues that arise within the team and work closely with HR and agency personnel to ensure prompt action is taken in a fairly and timely manner.

• Prepare monthly reports to be submitted to management related to team productivity, quality, feedback or any other reports required for continuous improvement.

• Work closely with other team managers from various verticals to ensure pending cases are solved within a timely manner.

• Manage agent performance evaluation and feedback session.

• Involved in any performance improvements project assigned by management in order to achieve better processes to strive for excellent customer experience.

Qualifications

• 5 years supervisory/managerial experience in a customer-centric environment in the services industry (e.g. Telecommunication, banks, consumer goods, technology, airline, tourism, hospitality)

• 3-4 years experience in leading a contact center operation.

• Fluent in English both oral and written.

• Able to work in a fast-paced environment.

• Agile and adaptable to changes.

• Good communication, presentation, and interpersonal skills.

• Analytical and process oriented; ability to problem-solve

• Experience in managing teams including supervising, training, motivating, coaching, having difficult conversation and inspiring.

• Ability to deal with people from all levels professionally

• Good time management, organizing, delegating skills.

• Good in reporting and analyzing data.

Additional Information

Our Commitment
We recognize that with these individual attributes come different workplace challenges, and we will work with Grabbers to address them in our journey towards creating inclusion at Grab for all Grabbers.