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 teamAs 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

• You will provide technical assistance and troubleshooting support for Point of Sale (POS) systems.
• You will resolve hardware and software issues related to POS systems.
• You will collaborate with vendors or internal IT teams for escalated technical issues.
• You will document POS support processes and procedures for future reference.
• You will provide regular updates and communication regarding POS system status and changes.
• You will ensure smooth POS operations to optimize merchant operation experiences.
• You will explore and evaluate possible product enhancements based on market feedback gathered from an Ops perspective.

The Critical Tasks You will PerformMerchant-as-Customer Support

• You will provide prompt and professional support to merchants and Collaborative Partners via ticket-based email and live chat.
• You will address and resolve merchant inquiries and issues related to omnicommerce product features, account setups, and platform functionality.
• You will explore temporary workarounds to fulfill Merchants\' Business-As-Usual success while awaiting permanent resolutions.
• You will escalate complex issues to the appropriate internal teams and follow up to ensure timely resolution.

Reporting and Analytics

• You will provide regular updates to the Team Lead on the status of merchant accounts and support activities.
• You will report to the Team Lead on any unusual/irregular ticket behavior based on the usual day-to-day experience.

Feedback and Improvement

• You will collect feedback from merchants and Collaborative Partners to identify common issues and areas for improvement.
• You will assist the Team Lead in evaluating feedback and suggestions to implement system enhancements based on merchant feedback.

Account Updates and Management

• You will build and maintain strong relationships with merchants and Collaborative Partners to ensure the long-term success of all parties.
• You will monitor and maintain merchant accounts to identify and address any potential requests/issues proactively.
• You will document support processes (SOP) as part of education materials and for future references.

Merchant and Partner Education

• You will assist in conducting and coordinating education sessions for Merchants and Collaborative Partners to help them maximize the use of our products, services, and available resources with self-serve in mind.

Technical Assistance & Simulation

• You will assist merchants and Collaborative Partners with technical issues, including troubleshooting and guiding them through solutions.
• You will conduct User-Acceptance-Tests and simulations on feature updates and technical bugs.
• You will collaborate with the Technical Support and engineering teams to address more complex technical problems.

QualificationsWhat Skills You will Need

• You have the ability to work in rotating shifts and on weekends.
• You have excellent communication and interpersonal skills.
• You have a structured understanding of operational processes.
• You are fluent in written and spoken English and Bahasa Malaysia (Mandarin is a plus).
• You have a start-up attitude - willing to work hard and learn to get things done.
• You are an independent worker - able to work with minimal supervision while adhering to strict operational SLAs.

The Nice-to-Haves

• You have experience in the POS industry (a plus).
• You have experience in the basic Food & Beverage industry or Retail industry (a plus).

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.

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