Customer Experience Specialist _ GrabPay/Lending VN

Get to know the Role:

-Guide our drivers and passengers in using our products

-Manage service enquiries 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 enquiries, 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.