Job Description

Company DescriptionAbout Grab and Our WorkplaceGrab 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.Get to Know the TeamGrab Support team provides 24/7 assistance to our Grab Partners, including drivers, passengers, and merchants, in using Grab's products. Our dedicated team handles service inquiries and resolves disputes, delivering exceptional customer service and promoting relationships.Get to Know the Role

• You will guarantee seamless operational procedures that enhance customer engagement across all of Grab's contact center touchpoints.
• Your work will involve steering a team of top-performing customer experience agents across both voice and digital platforms, all while catering to the demands and expectations of your team from diverse departments like GrabFood, GrabCar, GrabTaxi, and GrabExpress.
• Moreover, the manager will handle safety-related incidents, ensuring rapid and efficient solutions to maintain standards of customer safety and satisfaction.
• You will report into the GS Operations Manager.

This role is based in Petaling Jaya and onsite.The Critical Tasks You Will Perform

• You will lead a team of customer experience agents across voice and digital platforms.
• You will oversee and resolve safety-related cases promptly.
• You will prioritize customer feedback to improve operational processes.
• You will manage customer support transactions across different platforms, meeting contact center performance metrics.
• You will train agents and conduct daily briefings to communicate updates and product launches.
• You will manage agent scheduling, including leave and overtime management, and approve transactions within authorized limits.
• You will perform monthly audits and coaching to ensure adherence to Grab's customer experience standards and manage agent performance evaluations.

QualificationsWhat Essential Skills You Will Need

• You have a recognized Bachelor's Degree in any field or a Diploma in Business/Management or equivalent.
• You have 5 years of supervisory/managerial experience in a customer-centric environment, services industry, and 3 years of experience leading a contact center operation.
• You are fluent in English, both oral and written; proficiency in Mandarin.
• You have experience in team management, including management, coaching, and handling challenging conversations.
• You can handle safety-related cases.
• You are proficient in reporting and data analysis and able to provide insights for process improvements and workflow optimization.

Additional InformationLife at GrabWe 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.
• Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For At GrabWe are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.

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