Work location: Oversea
Salary:
Get to know our Team:
Part of Customer Experience team with the goal to improve overall GrabFood merchant support experience and satisfaction. Problem solver is in our DNA.
You will work and collaborate with Grabbers across the organization, championing for and creating a customer-centric journey that helps our GrabFood merchant get the most out of our products.
Get to know the Role:
Responsible for planning, leading and executing improvement plans and propose idea and execute strong operational plans to support the effectiveness of Merchant support operations.
Track and monitor performance of merchant support and operational metrics
Strategize, implement and optimize systems, processes and initiatives to ensure high-quality Merchant support experience
Using strong analytical and problem solving skills to properly identify other opportunities that the business can further focus on to ensure growth targets are achieved, and then leading those efforts
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 the root causes of each Merchant journey parameters
Provide feedback on New Product Implementation for CE FAQ and SOP
Work with product, marketing and customer experience groups to build CE playbook and guidance
Coaching and leading team - working with the Customer Experience operation team leads and their team, including the BPO partner, to give them guidance and direction
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
4+ years of experience in project and planning skills
2+ yrs in business and process improvements
Grab Vietnam
