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:
At least 3 year working experience in Customer Service;
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 Thai 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;