Grab Support Team Lead (Voice Team)

Grab Support Team Lead (Voice Team)

GrabTaxi Pte Ltd
5-8 years
Not Specified

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 team
Grab Support team drives one of our core values Outserve Our Customers and provide support to in-country business units and a wide range of verticals.
Promoting ease to our driver partners and passengers in customer support transactions focusing on quality and customer satisfactions.
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, 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)

  • Lead teams to ensure alignment with in-country and regional customer experience concepts, value proposition, and related processes

  • Work closely with other verticals (eg. Payments team, DLR) in relation to CE-related processes that require Finance or Audit interactions

The Must-Haves

  • Minimum 5 years of customer service experience

  • Comfortable working in a Call Center environment and handling large volume of calls/ email tickets per day

  • Good communication skills and fluent in spoken and written English

  • An effective listener and troubleshooter

  • Attentive to detail and accuracy

  • Comfortable with 24/7 shifts

  • Good English or Chinese competencies

Our Commitment
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.

Grab Holdings Inc., commonly known as Grab, is a Southeast Asian technology company. It is incorporated in the Cayman Islands and headquartered in Singapore and Indonesia. It is the developer of the Grab Superapp, which provides users with transportation, food delivery and digital payments services via a mobile app. Grab currently operates in Singapore, Malaysia, Cambodia, Indonesia, Myanmar, the Philippines, Thailand and Vietnam. It is Southeast Asia's first decacorn,and the biggest technology startup in the region.

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