Customer Experience Team Manager

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:

• At least 1 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;