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. Guided by The Grab Way and our four core values of Heart, Hunger, Honour, and Humility, our mission is to drive Southeast Asia forward by creating economic empowerment for everyoneGet to know the roleWe are seeking dedicated support staff to facilitate the seamless operation of our Grab Driver Center in Johor Bahru. In this capacity, you will be responsible for addressing inquiries and concerns from drivers while ensuring a safe and conducive environment. You will actively promote Grab\'s vision and values within the community. Furthermore, you will play a pivotal role in the recruitment of new drivers and ensure they receive comprehensive training on Grab\'s services. Collaboration with the Marketplace & Retention team will be crucial as you engage with drivers and contribute to the effective management of the city\'s supply.The Critical Tasks You will PerformFunctional

• You will acquire and onboard new drivers, ensuring they receive comprehensive training on Grab\'s services while managing and monitoring recruitment channels (both online and offline) to achieve weekly driver activation targets.
• You will analyze performance trends of recruitment channels, identifying issues and recommending improvements, while overseeing the Alpha Programme and conducting regular meetings with drivers to address concerns and gather feedback for enhancements.
• You will facilitate training sessions for drivers and maintain a clean and safe environment at the Grab Driver Center, addressing inquiries and managing ticketing appropriately.
• You will assist with administrative tasks and other duties as assigned, providing a welcoming and professional experience for all internal and external customers.
• You will manage recruitment email communications to ensure timely responses to driver concerns, handle escalated issues with professionalism, and provide regular feedback to the team to foster a culture of continuous improvement.
• You will be responsible for leading and managing a team to deliver outstanding performance that meets and exceeds company expectations.
• You will work on enhancing Grab Driver Center processes and perform any additional duties assigned by the Manager.

Customer

• You will manage escalated driver issues with professionalism and composure, ensuring timely resolution while assisting passengers during face-to-face interactions as needed.
• You will collaborate with Southern Regional teams and coordinate with functional departments (Payments Dispute, DLR, UT, etc.) to maintain operational efficiency and support seamless operations.

QualificationsWhat Skills You will Need

• You have a Bachelor\'s degree in any discipline with proficiency in English and Bahasa Malaysia; Mandarin is a plus.
• You have strong process orientation, presentation, conflict management, negotiation skills, and experience in customer service, training, and sales.
• You have the ability to multitask, prioritize under pressure, and proactively address issues with attention to detail and accuracy.
• You have excellent problem-solving and risk management skills, and you are proficient in data analysis and computing skills (Excel, PowerPoint, Google Docs).
• You are capable of managing diverse teams and are based in Johor Bahru.

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.

What we stand for at GrabWe 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.

Grab