Job Description

Get to know our Team: As part of the Merchant Operations team, customer centricity and operational efficiency is our utmost priority. We strive to provide our partners the best delivery experience through curating seamless procedures, a quick turnaro Get to know our Team: As part of the Merchant Operations team, customer centricity and operational efficiency is our utmost priority. We strive to provide our partners the best delivery experience through curating seamless procedures, a quick turnaround time, and the execution of high-quality work. Get to know the Role: Attend to all merchant enquiries Work with various different teams to refine and produce the best solution for merchant problems Go above and beyond to ensure merchants feel valued as a partner Serve merchants by providing product and service information resolving product and service problems. Proactively liaise with delivery partners and merchants to ensure orders run smoothly. Optimize rider utilization target across Malaysia. Specialize in investigation of uncompleted orders. Manage and grow the way we communicate with our merchant partners Work alongside account managers, marketing and creative to develop creative content strategies to support merchant best content practices. The day-to-day activities : Attend merchant queries via in-app by answering product and service questions suggesting information about the product and service. Resolves product or service problems by clarifying the merchant's complaint determining the cause of the problem selecting and explaining the best solution to solve the problem Expediting correction or adjustment following up to ensure resolution. You will act as the liaison between the merchant and Grab - acting as a support system attending to their needs and queries. You will help merchants become fully comfortable with our processes and systems so that they can make the most out of their new partnership with Grab. Oversee real-time food delivery process across Malaysia while serving as a coordinator between delivery partners, customers and restaurants. Providing feedback to relevant departments to help improve our customer experience Any ad-hoc duties assigned as required by the management. Strategise, plan and manage how we want to engage all our merchant partners and shape the way we communicate with them on a daily basis Maintain all merchant communications channels (including our blogs, help-centres and email channels - merchant's key sources of information) Ensure all communications to merchant partners are clear, consistent, informative and reflect our company mission and policies Collaborate with internal teams to create landing pages and optimize user experience The Must Haves: Able to work well under time-sensitive conditions with tight deadlines. Strong verbal communication, writing, and interpersonal skills. Structured understanding of operational processes. Fluent in written and spoken English and Bahasa Malaysia (Mandarin is a plus) 1-2 years' experience in Account Management, Operations, Customer Service, Communications, PR, Marketing, Hospitality, or any other related fields. Experience in a customer centric environment in the service industry would be a plus A highly organised and detail oriented mindset Sharp, persuasive copywriting skills Independent, proactive and critical thinking skills. Ability to multitask and work in a team environment Fresh graduates with relevant internship experiences are welcome to apply