Service Excellence Analyst

Get to know our Team:

• We are The Enabler of ID Customer Experience team with the goal to improve overall Grab customer experience and satisfaction. Problem solver is in our DNA.

• You will collaborate with Grabbers across the organization, championing for and creating a customer-centric journey that helps our drivers, and passengers get the most out of our products

Get to know the Role:

• The ideal candidate is a person with service management background that fully understand about customer experience journey. Your main role is to identify customer pain point, provide the root cause and propose recommendation to relevant team to resolve the issues.

• You will focusing on improving Customer Experience of transport services (eg. GrabCar, GrabBike) both for Passengers and Drivers.

The day-to-day activities:

• Utilize NPS and customer feedback to address and improve gaps in customer journey and experience

• Deep dive customer service tickets and provide insights on where to create improvement

• Determine action plans to address root causes of each customer journey parameters

• Provide feedback on New Product Implementation for CE FAQ and SOP

• Collaborate with other department help drive consistent customer experience across channels

• Work with product, marketing and customer experience groups to build CE playbook and guidance

The must haves:

• Bachelor’s Degree or the equivalent in English, Writing, Communications, Technical, Computer Science or a related discipline

• Have good understanding about Customer Experience metrics (CSAT, NPS etc)

• Ability to manage multiple projects and tasks, drive projects with aggressive timelines, and work flexible non-standard hours

• Self-starter, technically competent, quick learner, problem solver, data driven, passionate professional with strong interpersonal, cross-team collaboration and communication skills

• Proficiency in Microsoft Office applications

• Basic knowledge and working experience in text mining and analysis

• 2+ Project and planning skills