Customer Experience Specialist

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:

-Build and maintain good relationships and community building efforts with Grab’s customers

-Guiding our customers (driver partners and passengers) in using Grab mobile application

-Manage service enquiries and disputes 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 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.

-Support other department campaigns when the need arises

The must haves:

- Minimum Qualifications : Diploma / A Levels

- At least 2 years Contact Centre experience in a fast pace environment