Customer Support Shift Lead

Get to know our Team:

Grab is Southeast Asia's leading ride-hailing platform. We solve critical transportation challenges and make transport freedom a reality for 620 million people in Southeast Asia. Grab began as a taxi-hailing app in 2012, but has extended its product platform to include private car services (GrabCar), motorcycle taxis (GrabBike), social carpooling (GrabHitch) and last mile delivery (GrabExpress). Grab is focused on pioneering new commuting alternatives and for drivers and passengers with an emphasis on speed, safety and reliability. The Company currently offers services in Singapore, Indonesia, Philippines, Malaysia, Thailand and Vietnam.

Get to know the Role:

Guide our drivers and passengers in using our products
-Manage service enquiries 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

- 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.

- Responsible for managing the team’s performance by ensuring that departmental objectives

- OKRs are met monitoring, organizing, and coaching team on a day-to-day basis

- Responsible to answer Inquiry & resolved complaint customer

The must haves:

- Min 2 years of experience as a Team Leader

- Minimum D3 any major

- Fluent in English

- Call Canter Skills, Understand manage floor / real time floor management

- Prefer understand Zen desk