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Sovereign’s Capital
Sovereign’s Capital

Digibank Malaysia Project - Senior Specialist, Customer Relations LeadMalaysia



Customer Service
Posted on Thursday, December 29, 2022

Get to know our Digital Bank team:

Grab is leading a consortium for Digital Bank license and to build a bank with the right foundation - using data, technology and trust to solve problems and serve customers. We have big dreams to unlock and financial inclusion for people in our region is just one. If you have what it takes, help build our new Digibank with us.

Get to know the role:

Reporting into the Head of Contact Services/Customer Support, the Customer Relations Specialist is responsible for handling customers’ inquiries, complaints and feedback, and ensuring that our customers receive prompt and effective resolution to their concerns. This role is also responsible for identifying and escalating potential issues to management and working with other teams to resolve customer issues.

  • Receive, investigate, track and respond to all inquiries and complaints from customers and stakeholders including industry associations and regulators; ensure response in a timely, courteous and professional manner in accordance with internal and external requirements

  • Handle wide range of issues which are often unstructured and complex, requiring judgment, evaluation, analytical thinking and creative approach for resolution

  • Escalate potential issues to management and work with other teams to undertake speedy resolutions to customer issues, and to minimize the impact of major incidents affecting Digibank

  • Responsible for quality assurance of resolved complaints handled by customer facing channels (Level 1) and provide feedback to ensure procedure and policy are adhered to

  • Develop & maintain close working relationships with business units/departments, to ensure coordinated delivery for Digibank’s customers. Ensure solutions focus on the overall customer experience while supporting the strategic objectives of the business

  • Report and analyze complaints/feedback data and provide support to the complaint process; ensure root causes are identified and propose changes to policies and/or procedures to prevent re-occurrence and achieve reduction of complaint volume

  • Provides complaint resolution guidance to staff and assist with response to customers including contacting them directly (verbal or written)

  • Ensure standard of complaint resolution and written responses to customers, are maintained; the grade of service and quality standards are met and in accordance with internal and external regulatory requirements

  • Ensure complaints and correspondences are accurately captured, and authorized policies and procedures are adopted for triage, resolution and escalation to ensure all timelines for complaints are met

  • Support the relevant teams in improvement the service quality and complaint handling skills of CS agents

  • Help In building a culture that embraces feedback and complaints as an opportunity to continually improve services and products

The must haves:

  • 3-5 years’ experience in financial institutions, payments, cards, banks, e-wallets, acquirers

  • Strong knowledge of the customer service concept and its impact on customer relationships

  • Sound knowledge of the Bank's operations, products, policy, procedures and delivery systems

  • Understanding of analytics, customer insight and the needs of the customer

  • Knowledge of management reporting, quality issues

  • Ability to rapidly build relationships with key stakeholders

  • Proven organizational, analytical, decision-making, lateral thinking, influencing and interpersonal skills

  • Strong verbal and written communication skills and diplomacy to seek co-operation from other units and influence stakeholders in resolving complaints to produce customer satisfaction

  • Strong listening skills with the ability to probe for additional information

  • Ability to work in a team-oriented environment and effectively influence and communicate across various levels within the organization

  • Must be proficient in the language(s) required by the process

  • Proficiency in using Microsoft products such as Excel, PowerPoint, Word; and Google Suite

  • Customer centric and attention to detail

  • Ability to work both independently and in a team environment

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Equal opportunity

Grab is an equal opportunity employer. We owe our success to the talents of our globally-diverse team and the varying perspectives they add to our thriving community.

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