Senior Customer Experience Specialist VN (GrabPay)

Get to know our Team:
• Customer Experience team drives one of our core values ‘Outserve Our Customers’
and provide support to in-country business units and a wide range of verticals
• Promoting ease to our driver partners and passengers in customer support
transactions focusing on quality and customer satisfactions
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:
• Clear the payment queues on a daily basis, handle ticket from Passengers & Drivers
related to payment;
• Support our customers' fraud prevention efforts by using our products to monitor
suspicious activities for online banking, mobile banking and other payments technologies;
• Run investigations regarding payments that are unsuccessful;
• Manually approve payments and update booking details;
• Handle escalation case from Agents;
• Perform ad-hoc tasks as required by the team to improve overall business such as
market research, service quality;
• Liaise with other departments when required;
• Ensure that work is completed in accordance with established procedures and standards.
The high standard of quality of tickets handled is required;
• Acquire and update knowledge on procedures related to relevant processes;
• Work well independently, complete assigned tasks in the established time frame,
complete regular assignments without reminders or additional requests;
• Process work as requested by Team Leader/Manager;
• Participate in team meetings, activities, promotes team spirit.

Requirements:
• At least 2 years Customer service experience;

• Fluent in English both oral and written;
• Able to work by shift;

• Knowledge of Payment Fraud Operations, banking experience will be an advantage;
• Deep knowledge about SOPs and system expert;
• Experience in dealing with disciplinary issues and performance management
• Ability to work independently and proactively take on new responsibilities where
most needed;
• Good communication,; An outstanding organizational skills with multitasking skills;
• Demonstrated proficiency with Microsoft Office, specifically Excel and Outlook;
• Bachelor’s degree or equivalent