Get to know our Team:
As a member of our Grab Family, not only will your skillsets be capitalized but you will also develop your untapped potential and be inspired with some of the most amazing minds in the industry. Our team consists of young but experienced individuals who are tenacious and energized by the fact that we exist to make a change - a change that has made a societal impact in Southeast Asia.
The day-to-day activities:
- Closely monitor GrabBike's drivers performance and behaviour based on collective data from various sources to ensure highest safety standard and excellent customer experience.
- Maintain high standard of service to our passengers by developing improvement programs and drive executions across functions.
- Take immediate action based on passengers and stakeholder’s complaint for drivers who violated our code of conduct
- Directs and coordinates investigation of complaints
- Recommends response to complaints
- Identify training needs and organize training interventions to meet quality standards
- Recommend ways to improve processes, penalties and guidelines based on actual case, reviews and observations.
- Participating in planning and auditing, controlling the full cycle of drivers’ quality and performance.
- Provide clear, detailed and actionable constructive feedback and recommendations to the stakeholders
- Ensure stakeholder feedback affecting quality guidelines and expected behaviours are integrated to the quality standard
- Document quality assessments and feedback.
- Assure controls over onboarding and offboarding process as well as looking for optimizations.
The must haves:
- At least 5 years of experience in a similar role
- Proficiency in both English and Vietnamese
- Able to work under high pressure
- Strong acumen in data analysis, reporting, time management, and organizational skills
- Proficiency in MS Office applications (e.g., Word, Excel, and PowerPoint)
- Practical experience on Issue analysis and implementing Corrective Action Plan.
- Hard working, enthusiastic, keen on learning
- Customer service orientation
- Judgement and decision-making
- Good interpersonal skills and teamwork
