Grab Support Team Lead, Chiang MaiThailand
Life at Grab
At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour, and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia.
Get to Know the Team
The incumbent is responsible for the smooth operational processes that our customer experience when they interact with the Grab platform across the contact center touchpoints. He/She is required to have the ability to manage a team of high-performing customer experience agents across voice/digital platforms, while meeting the expectations of stakeholders from various verticals like GrabFood, GrabCar, GrabTaxi, GrabExpress, etc.
Get to know the Role
You will help the organization to identify and prioritize customer feedback and create/ensure smooth processes that support operations.
The Day-to-Day Activities:
Lead the way in processing smooth customer support transactions across various programs and platforms in order to meet the performance metrics of the contact centers.
Create positive customer experience via the voice, and non-voice channels (email).
Train and develop a team of customer experience agents to ensure the team is meeting both productivity and quality in delivering the best customer experience to Grab customers and partners.
Perform daily briefing sessions in communicating and ensuring understanding to all team members for existing and new product launches.
Monitor agent's tardiness and work closely with a planner to ensure an optimum working schedule which includes leaves and overtime.
Authorized to approve all cancellations, refunds, and reimbursement within the approved limitation.
Perform manager call back whenever deemed necessary for escalated cases.
Notification/escalate problems or issues to related departments in order to reduce the impact on customer satisfaction.
Perform monthly audits and coaching derives from audits outcome in order to ensure all Grab customer experience processes and standards are adhered to at all times
Manage all disciplinary issues that arise within the team and work closely with HR and agency personnel to ensure prompt action is taken in a fairly and timely manner.
Prepare monthly reports to be submitted to management related to team productivity, quality, feedback, or any other reports required for continuous improvement.
Work closely with other team managers from various verticals to ensure pending cases are solved in a timely manner.
Manage agent performance evaluation and feedback sessions.
Involved in any performance improvement project assigned by management in order to achieve better processes to strive for excellent customer experience.
Minimum 1-5 years of contact center/customer service management experience
Minimum of Bachelor’s degree in Tourism, Hospitality, or related
5 working days a week
Able to work on shift timing (shifts rotating schedule 24/7) and public holiday
Able to work on Fluent English OR Chinese competencies
Proven people management skills
Proven customer support experience or Live Chat experience
Leadership Flair with the skill to motivate others to perform and exceed expectations
Professional, proactive, positive, and "can-do" attitude
Strong analytical skills with logical thinking
Ability to multi-task, prioritize and manage time effectively
Ability to handle stressful situations appropriately
Excellence in MS Excel; able to use Pivot, Vlookup, Quick Analysis
We are committed to building diverse teams and creating an inclusive workplace that enables all Grabbers to perform at their best, regardless of nationality, ethnicity, religion, age, gender identity or sexual orientation, and other attributes that make each Grabber unique.
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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.
Grab does not accept unsolicited resumes sent by recruiting agencies. Please do not forward resumes to our job postings, Grab employees or other parts of the business. Grab will not be liable to pay any fees to agencies for candidates hired as a result of unrequested resumes.