Job Description

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Get to know our Team:

As part of the User Support team, customer centricity and operational efficiency is our utmost priority. We strive to provide our users the best experience through curating seamless procedures, a quick turnaround time, and the execution of high-quality work.

Get to know the Role:

Perform store setup of Point of Sales (POS) Systems

Upload of item and menu setup for customers

Provide on-going support and handhold customers throughout onboarding of Point of Sales (POS) Systems

Provide training via on site or online for customers on POS system usage

Coordinate with internal and external teams in troubleshooting, installation and hardware arrangements

Serve merchants by providing product and service information; resolving product and service problems and requests in a timely manner

Provide first level technical support using documented procedures and available tools.

Gather feedback from merchants, observe front-line issues and requests while alerting management as required.

Assist in any ad hoc tasks as required

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.

Providing feedback to relevant departments to help improve our customer experience

Any ad-hoc duties assigned as required by the management.

Strategize, plan and manage how we want to engage all our merchant partners and shape the way we communicate with them on a daily basis

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 the user experience

Handle inbound and outbound phone calls, emails, social media's message and other relevant administrative tasks effectively and efficiently.

Provide first level technical support using documented procedures and available tools.

Escalate issues in time to resolve merchants, riders & customers' issues quickly and to their complete satisfaction.

Keep our merchants, riders & customers informed about order's update, and provide correct expectations.

Gather feedback from merchants, riders & customers, observe front-line issues such as order failure, payment issues, etc. and alert management as required.

Document necessary information, such as payment details and order details.

Meet and exceed quality goals, compliance regulations and productivity targets.

Ensure all crisis cases are well resolved and managed in a timely manner.

Work in a team to achieve the required KPI & SLA

Other tasks from superiors.

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.

Possesses networking knowledge.(Setup, troubleshooting and configuration of network IP)

Must be able to work on rotational shifts (including night shifts, weekends and Public Holidays)

A highly organized and detail-oriented mindset

Sharp, persuasive copywriting skills

Independent, proactive, and critical thinking skills.

Ability to multitask and work in a team environment.

Assertiveness to handle difficult conversations.

Positive thinking, stay strong in mind after handling crisis cases.

Fluent in written and spoken English, Bahasa Malaysia and Mandarin

1-2 years' experience in POS (Point of Sale) industry, 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

Fresh graduates with relevant internship experiences are welcome to apply

Able to join on immediately / latest by October 2022 will be an advantage