GDC Lead

Get to know our Team:

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 activities:

- Supervise day-to-day operations at Grab Driver Centre.

- Monitors quality, performance and SLA (Service Level Agreement) at GDC to achieve the KPI.

- Target Average Handling Time (AHT) 15 minutes and Average Waiting Time (AWT) 30 minutes.

- Maintains knowledge of all Team members related by functions, cross functions to ensure all Team members can deliver good service to Dax and Pax.

- Evaluating Team performance and providing feedback and coaching as needed.

- Briefing Team on current goals, projects, promotions and other relevant information.

- Provide Daily, Weekly and Monthly reports regarding operations and productivity.

- Formulates recommendations and provide feedback to management regarding operational policies and procedures.

- Schedules, supervises, and motivates GDC Team in an effort to maintain optimal member service satisfactions level.

- Assists in training of new team’s and Team members.

- Assist in managing the security and safety of the branch, by analysing security and safety policies and procedures. Alerts Team of any changes.

- Maintain control over audit procedures to ensure compliance with control.

- If weaknesses are identified, reports them to Manager & Assistance Manager GDC.

- Hold responsibility for auditing all Team members, including fraud issues, etc.

- Resolves Dax/Pax problems and Team member complaints as needed.

- Performs other various duties as assigned.

- Work & build strong relationships with other teams

The must haves:

- 1-2 years experience related to the role ​

- Excellent verbal and written communication skills

- Strong Customer Service Skills

- Leadership Skills

- Human Resource Management Skills

- Results Driven Attitude

- Attention to Detail

- Ability to motivate Team members

- Ability to supervise multi-functional tasks

- Ability to handle confidential /sensitive information in a professional manner

- Basic Computer Skills