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 customers; driver partners and passengers using Grab financial services, including but not limited to payments, financial and mobile wallet transactions; in customer support transactions focusing on quality and customer satisfactions
Get to know the Role:
Build and maintain good relationships and community building efforts with Grab’s customers
Guiding our customers in using Grab mobile application
Manage product and service enquiries and any customer issues arising from our customers
The day-to-day activities:
Provide quality customer support (24/7) through Voice and Digital channels for our customers
Monitor various company communication channels including call center, social media, web enquiries, etc. and respond appropriately in a timely manner
Gather feedback from customers, observe front-line issues such as application failure, payment issues, product enquiries and clarifications 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.
Support other department campaigns when the need arises
The must haves:
At least 1-3 years working experience in Customer Service in financial / banking industry;
Must possess at least a Diploma in any relevant field.
Experience in Zendesk will be an added advantage;
Proficiency in using Microsoft products such as Excel, PowerPoint, Word;Creativity skills, and excellent verbal/written communication skills in both English and Malay languages;
Ability to communicate results to management and in a fast paced environment;
Can thrive under minimal supervision;
An outstanding organizational skills with multitasking skills;
