Job Description

Company DescriptionLife at GrabAt Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia.Get 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 day-to-day activitiesFunctional

• 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.
• 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.
• Facilitate training sessions for drivers and maintain a clean and safe environment at the Grab Driver Center, addressing inquiries and managing ticketing appropriately.
• Assist with administrative tasks and other duties as assigned, providing a welcoming and professional experience for all internal and external customers.
• 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.
• Responsible for leading and managing a team to deliver outstanding performance that meets and exceeds company expectations
• Work on enhancing Grab Driver Center processes and perform any additional duties assigned by the Manager.

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

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

Additional InformationOur CommitmentWe are committed to building diverse teams and creating an inclusive workplace that enables all Grabbers to perform at their best, regardless of nationality, ethnicity, religion, age, gender identity or sexual orientation and other attributes that make each Grabber unique.

Grab