Job Description

: Description

• The incumbent is responsible for the smooth operational processes that our customers experience when they interact with the Grab platform across the contact center touch-points.
• He/She is required to have the ability to manage a team of high-performing customer experience agents across voice/digital platforms, while meeting the expectations of stakeholders from various verticals like GrabFood, GrabCar, GrabTaxi, GrabExpress, etc.

• You will help the organization identify and prioritize customer feedback and create/ensure smooth processes that support operations.

• Lead the way in processing smooth customer support transactions across various programs and platforms in order to meet the performance metrics of the contact centers.
• Create a positive customer experience via the voice, non-voice channels (digital).
• Train and develop a team of customer experience agents to ensure the team is meeting both productivity and quality in delivering the best customer experience to Grab customers and partners.
• Perform daily briefing sessions in communicating and ensuring understanding to all team members for existing and new product launches.
• Monitor agent\xe2\x80\x99s tardiness and work closely with the planner to ensure an optimum working schedule which includes leaves and overtime.
• Authorized to approve all cancellations, refunds,s and reimbursement within the approved limit.
• Perform manager call back whenever deemed necessary for escalated cases.
• Work closely with other verticals and Stakeholders in relation to GS-related processes that require Finance or Audit interactions
• Perform monthly audits and coaching derives from audits outcome in order to ensure all Grab customer experience processes and standards 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 fair 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 sessions.
• Involved in any performance improvements project assigned by management in order to achieve better processes to strive for excellent customer experience.

• 3 years of supervisory/managerial experience in a customer-centric environment in the services industry (e.g. Telecommunication, banks, consumer goods, technology, airline, tourism, hospitality)
• 2-3 years experience in leading a contact center operation.
• Fluent in English both oral and written.
• Fluent in Malay 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 a difficult conversation, and inspiring.
• Ability to deal with people from all levels professionally
• Good time management, organizing, and delegating skills.
• Good in reporting and analyzing data.
• Able to work on rotating shifts.