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
The Grab Support team supports Grab's Partners, including drivers, passengers, and merchants, in using our products. The team handle service inquiries and resolve disputes from our drivers, passengers, and merchants with the goal to deliver exceptional customer service to our clientele. We aim to foster relationships and participate in community-building programs with drivers, passengers, and merchants.
Get to Know the Role
You will lead Grab Support Operations in managing smooth operations across diverse systems platforms. You will monitor the contact center operations in real-time to ensure the team meets departmental targets with consistency. You will report to the GrabSupport Operations Senior Manager and work onsite at our Chang Mai's office.
The Critical Tasks You Will Perform
- Create positive user experiences through voice and non-voice channels (live chat and email).
- Communicate company and departmental strategies and all product and feature launches, current procedures, and any ad-hoc events to Grab Support agents.
- Mentor Grab Support Agents to enhance productivity and maintain high quality, promoting outstanding user experiences. Conduct performance evaluations and feedback sessions for agents.
- Manage the quality audit and monitoring process and partner with the quality assurance specialist to ensure performance feedback is given.
- Make recommendations for operational improvement to improve user experience and increase efficiency.
- Authorize cancellations, refunds, and reimbursements within predetermined financial limits. Collaborate with internal and external teams to ensure delivery of solutions that exceed user satisfaction expectations.
- Handle escalated cases, manage call-backs, and promptly highlight issues to the relevant departments. Address disciplinary issues, working with HR and agency personnel for fair resolution.
- Prepare and submit monthly reports on team productivity, quality, feedback, or any other required reports for continuous improvement.
- Identify operational gaps, express concerns, collaborate with relevant teams to improve processes, implement solutions, and contribute to performance improvement projects for an excellent user experience.
Qualifications
What Essential Skills You Will Need
- Bachelor's degree or equivalent, with 4+ years of supervisory/managerial experience in a call center environment or the service industry (e.g., telecommunications, banking, technology, airline, tourism, or hospitality).
- You will need to work shifts and weekend.
- You have fluency in both spoken and written English and Thai to communicate with Grab's consumers and other teams.
- You will inspire and motivate a team under your leadership with an eye for productivity and continuous improvements.
- Experience adapting to varied 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 leave
- We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
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.
What We Do
Grab is Southeast Asia’s leading superapp, offering a suite of services consisting of deliveries, mobility, financial services, enterprise and others. Grabbers come from all over the world, and we are united by a common mission: to drive Southeast Asia forward by creating economic empowerment for everyone.
At Grab, every Grabber is guided by The Grab Way, which explains our mission and the operating principles on how we can achieve it together. We call these principles the 4Hs:
Heart
We work together as OneGrab to serve communities in Southeast Asia
Hunger
We work to understand ground truths and drive improvements, big and small
Honour
We keep our word and steward our resources wisely to build and sustain trust
Humility
We are a constant work-in-progress, and we never stop learning to get better
