Grab Driver Center (GDC) Support - (Kuantan)

Get to know our Team:

• This role will be to ensure smooth operations of the GDC in Kuantan. 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 & knowledgeable about Grab’s services, and supporting any concerns from drivers.

Get to know the Role:

• To perform tasks related to the driver engagement cycle: acquiring new drivers, ensuring drivers are well trained & knowledgeable about Grab’s services, and supporting any concerns from drivers.

The day-to-day activities:

• Maintain clean and safe reception area at Grab Driver Center.
• Attends to enquiries from drivers and assign appropriate ticketing.
• Assist with administrative task and any other duties delegated by the team.
• Greet and meet all internal and external customers with friendly disposition & professionalism.
• Manage the recruitment email to ensure all emails are replied to promptly and driver concerns are addressed.
• Handle escalated driver issues calmly and professionally, ensuring any outstanding issues are resolved in a timely manner.
• Provide periodic feedback to the team and maintain a continuous
  improvement culture.
• 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 hand in hand with GDC Coordinator to ensure targets are met.
• Work closely with GDC Teams in other cities.
• Work closely with functional departments (payments dispute / DLR / UT etc).

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The must haves:

• Must possess at least an SPM certificate or equivalent.
• Good communication skills and fluent in spoken and written in English and Malay. Can communicate well with both internal and external stakeholders.
• Proven front desk or client facing working experiences in similar role.
• Proficient with Microsoft office software & IT savvy.
• Team player who prefers to interact with fellow colleagues.
• Friendly and helpful disposition.
• Able to multi task, prioritize and work under pressure.
• Common sense, good initiative & pro-active attitude to pre-empt & address issues.
• Highly driven, independent and patience.
• Attentive to detail and accuracy.