Get to know the roleThis role will be to ensure smooth operations of the Grab in Kuching. Working in a fast-paced environment, the support staff provides customer service to uphold Grab’s image in the community.
To perform tasks related to the driver engagement cycle: acquiring new drivers, ensuring drivers are well trained and knowledgeable about Grab’s services, and supporting any concerns from drivers.
The day-to-day activitiesFunctional- To perform tasks related to acquiring new drivers, ensures drivers are well trained & knowledgeable about Grab’s services.
- Manage and actively monitor GrabCar Recruitment channels, including online (digital ads, job postings) and offline initiatives
- Analyze trends and results of each channel on a periodic basis, identifying root cause of non-performance and providing recommendations on how to boost performance.
- Achieves weekly driver activation target,
- Complete weekly operational tasks in a timely manner.
- Manage Alpha Programme and their performance.
- Conduct regular meet-up sessions with drivers to understand their issues, and to seek ideas for improvement
- Conduct training for driver.
- Any other duties assigned to you by your Supervisor.
Customer- To drivers: Handle escalated driver issues calmly and professionally, ensuring any outstanding issues are resolved in a timely manner.
- To passengers: Assist on face-to-face interactions when necessary.
- Work closely with Penang teams to ensure smooth operation flow.
- Work closely with functional departments (payments dispute / DLR / UT etc).
The must haves- Must possess at least Bachelor’s degree in any discipline
- Able to converse in English and Bahasa Malaysia. Able to converse in
- Mandarin will be an added advantage.
- Ability to think creatively and apply intellectual rigor to solve challenging problems
- Excellent in data, analytical and problem-solving skills in a structured manner.
- Self-starter and ability to work well in a fast-paced environment.
- Computing skills including Excel, Power point, Google Docs, etc.
- Able to multi task, prioritize, using common sense, good initiative, & pro-active attitude to pre-empt and address issues.
- Teamwork and ability to manage people from different levels.
- Independent and able to demonstrating high performance with minimal supervision
