Get to know the Role:
This role will be to ensure smooth operations of the GDC in Penang. 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.
The day-to-day activities:
Functional
- 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 issues to ensure all issues 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 perform tasks related to acquiring new drivers, ensures drivers are well trained & knowledgeable about Grab’s services.
- Complete weekly operational tasks in a timely manner.
- Assists meet-up sessions with drivers to understand their issues, and to seek ideas for improvement
- 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.
People
- 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).
The must haves:
- Must possess at least Diploma or Bachelor’s degree in any discipline
- Able to converse in English and Bahasa Malaysia. Able to converse in Mandarin will be an added advantage.
- Having worked in a front-line role , operation role such as customer service
- Ability to think creatively and apply intellectual rigor to solve challenging problems
- 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 & address issues.
- Teamwork and ability to manage people from different levels.
- Independent and able to demonstrating high performance with minimal supervision
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