Grab Support Team Lead

Grab Support Team Lead

GrabTaxi Pte Ltd
2-3 years
Not Specified

Job Description

Job Description :
Life at Grab:
At 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 Role:
- Guide our drivers and passengers in using our products
- Manage service inquiries and disputes arising from our drivers and passengers
- Provide excellent customer service to our customer base
- Maintain good relationships and community building efforts with drivers and passengers
The day-to-day activities:
- Monitor various company communication channels including call center, social media, web inquiries, etc. and respond appropriately in a timely manner
- Gather feedback from drivers and passengers, observe front-line issues such as booking cancellation reasons, etc. and report promptly to supervisor
- Perform ad-hoc tasks as required by the team to improve overall business such as market research, service quality audit, etc.
- Perform administrative tasks involving driver's account (credit top-up, changes in driver information, etc.
The must haves:
- 2 to 3 years supervisory / managerial experience in a call center environment in service industry (e.g. Telecommunication, banks, technology, airline, tourism, hospitality).
- Excellent communication and interpersonal skills
- Experience in dealing with disciplinary issues and performance management
- Good communication and leadership skills
- Ability to work independently and proactively take on new responsibilities where most needed
- Fluent in English both oral and written
- Bachelor degree or equivalent
We 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.
About Grab
Grab is the leading superapp platform in Southeast Asia, providing everyday services that matter to consumers. Today, the Grab app has been downloaded onto millions of mobile devices, giving users access to over 9 million drivers, merchants, and agents. Grab offers a wide range of on-demand services in the region, including mobility, food, package and grocery delivery services, mobile payments, and financial services across 428 cities in eight countries
Join us today to drive Southeast Asia forward, together.

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