Customer Experience Team Manager

Grab Vietnam

Updated: 08/09/2020

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, social media, 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.

Grab Vietnam

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