Specialist, Digital Content (Customer Support)

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

Help Centre team is a content-focused team that supports our consumers and partners, which includes users, drivers, and merchants. We work collaboratively to enhance the user experience through the creation of useful content.

Get to Know the Role

Content Specialists create, manage, and maintain quality content for our Help Centre. Our specialists develop articles, collaborate with teams, and initiate projects aimed at user satisfaction. You will report to Assistant Manager, Chatbot and Digital Content and work onsite at our office in Bangkok.

The Critical Tasks You Will Perform

• Content Development: Deliver comprehensive, concise, and user-friendly content for the Help Centre including articles, FAQs, chatbots, guides, and more. You will create, edit, and update these materials.
• Artwork Development: Create compelling and visually engaging artwork as required to enhance and support the textual content.
• Content Management: Manage us and categorization of content within the Help Centre to improve accessibility and user navigation.
• Collaboration: Work closely with various departments (Customer Service, Product, etc.) to ensure content aligns with the latest product and policy updates and accurately addresses common customer queries and issues.
• User Experience: Leverage customer feedback and data analytics to enhance Help Centre content and user experience.
• Content Strategy: Evaluate content effectiveness and recommend improvements in line with our internal goals and feedback from users.
• Improvement Project: Initiate and lead projects aimed at maintaining and increasing customer experience and satisfaction when using our Help Centre.

Qualifications

What Essential Skills You Will Need

• Bachelor's degree in English, Communications, or a related field
• Experience with content creation, technical writing, or a similar role
• Previous experience in the customer service field would be beneficial but not mandatory
• Ability to translate complex concepts into easily-understood content
• Collaboration skills to work effectively with various local and regional teams
• Familiarity with content management systems, Help Centre platforms, and design software would be a plus

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.