Country Lead

Get to know our Team:

• Customer Experience 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:

• The Country Lead will assist the manager in managing the team to ensure that SLAs and quality are achieved in daily operations.
• The Country Lead will assist in the hiring of new staff and provide training and guidance during the course of their work. It is also within the supervisor’s scope to ensure that relevant resources and updates on product and marketing campaigns are shared with the teams.

The day-to-day activities:

• Handle and ensure smooth customer support transactions across various programs and platforms
• Support positive customer experience at every touch-point.
• Guide the agents to increase productivity and ensure performance within expected KPIs.
• Work together with management and other business functions to implement CE programs and gain insights into improvement opportunities for CE.
• Develop, and evaluate personnel to ensure the efficient operation of the function throughout the customers’ journey with Grab
• 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:

• 3-5 years supervisory experience in a customer-centric environment in the services industry (e.g. Telecommunication, banks, consumer goods, technology, airline, tourism, hospitality)
• Able to handle & manage a large group of people
• Possesses a good Customer Experience background
• Excellent communication and interpersonal skills.
• Experience in managing teams, motivating, coaching and inspiring team members to achieve excellent customer experience.
• Analytical and process oriented; ability to problem-solve in case of escalations
• Is able to manage operations, as well as, to hit the set KPI’s
• Past experience in handling difficult customer situations