Job Description

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Get to know the role

This role will be to ensure smooth operations of the Grab in Melaka. Working in a fast-paced environment, the support staff provides customer service to uphold Grab\xe2\x80\x99s image in the community.

To perform tasks related to the driver engagement cycle: acquiring new drivers, ensuring drivers are well trained and knowledgeable about Grab\xe2\x80\x99s services, and supporting any concerns from drivers.

The day-to-day activities

Functional:

To perform tasks related to acquiring new drivers, ensures drivers are well trained & knowledgeable about Grab\xe2\x80\x99s services.

Manage and actively monitor GrabCar Recruitment channels, including online (digital ads, job postings) and offline initiatives

Analyze trends and results of each channel on a periodic basis, identifying root cause of non-performance and providing recommendations on how to boost performance.

Achieves weekly driver activation target,

Complete weekly operational tasks in a timely manner.

Manage Alpha Programme and their performance.

Conduct regular meet-up sessions with drivers to understand their issues, and to seek ideas for improvement

Conduct training for drivers.

Any other duties assigned to you by your Supervisor.

Customer:

To drivers: Handle escalated driver issues calmly and professionally, ensuring any outstanding issues are resolved in a timely manner.

To passengers: Assist on face-to-face interactions when necessary.

Work closely with Southern Regional teams to ensure smooth operation flow.

Work closely with functional departments (payments dispute / DLR / UT etc).

The must haves:

Must possess at least Bachelor\xe2\x80\x99s degree in any discipline

Able to converse in English and Bahasa Malaysia. Able to converse in Mandarin will be an added advantage.

Ability to think creatively and apply intellectual rigor to solve challenging problems

Excellent in data, analytical and problem-solving skills in a structured manner.

Self-starter and ability to work well in a fast-paced environment.

Computing skills including Excel, Power point, Google Docs, etc.

Able to multitask, prioritize, using common sense, good initiative, & proactive attitude to pre-empt and address issues.

Teamwork and ability to manage people from different levels.

Independent and able to demonstrate high performance with minimal supervision.

Have good negotiation skills.

Grab