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. Guided by The Grab Way and our four core values of Heart, Hunger, Honour, and Humility, we make a lasting difference for Southeast Asia by creating economic empowerment for everyone.
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 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
You will:
- Create positive consumer experiences through voice and non-voice channels (digital).
- Lead Grab Support Operations in processing smooth consumer transactions across different programs and platforms.
- Train a team of Grab support agents, ensuring they meet both productivity and quality in delivering the best experience to Grab consumers and partners.
- Perform daily briefing sessions to communicate and ensure understanding among team members for all product launches.
- Monitor agent attendance and work with planners to ensure optimal schedules, including leaves and overtime.
- Authorize cancellations, refunds, and reimbursements within approved limits.
- Handle escalated cases by performing manager call-backs.
- Work with other teams, such as Payments and DLR, to improve Grab Support-related processes.
- Conduct monthly audits and coaching based on audit outcomes to ensure adherence to all Grab Support processes and standards.
- Manage disciplinary issues, working with HR and agency personnel for fair resolution.
- Prepare monthly reports related to team productivity, quality, feedback, and other required reports for continuous improvement.
- Collaborate with other team managers to resolve pending cases promptly.
- Manage agent performance evaluations and feedback sessions.
- Involved in performance improvement projects to achieve better processes and work toward excellent customer experience.
Qualifications
What Skills You Will Need
- At least 5 years of supervisory/managerial experience in a customer-centric environment (e.g., telecommunications, banks, consumer goods, technology, airline, tourism, or hospitality).
- 3+ ears of experience leading a contact center operation.
- Proficient in both spoken and written English.
- Experience managing teams, including monitoring, training, motivating, coaching, and handling conflicts.
- Proficient in reporting data insights to make informed decisions.
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
