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Grab Driver Centre (GDC) Coordinator

Grab

Grab

Penang, Malaysia
Posted on Tuesday, May 14, 2024

Company Description

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.

Job Description

Get to know the team:
To perform tasks related to the driver & delivery partner engagement cycle: acquiring new drivers & delivery partners, ensuring drivers are well trained & knowledgeable about Grab's services, and supporting any concerns from drivers & delivery partners.

This role will be to ensure smooth operations of the Grab Driver Centre (GDC) and drivers acquisition in Penang. Working in a fast-paced environment, the support staff provides customer service to uphold Grab's image in the community.

The Day-to-Day Activities:

  • Maintain a clean and safe reception area at Grab Driver Center.
  • Attends enquiries from drivers & delivery partners and usher them to the appropriate self-serve channel.
  • Assist with administrative tasks and any other duties delegated by the team.
  • Managing and understanding acquisition data and dashboards.
  • Greet and meet all internal and external customers with friendly disposition & professionalism.
  • Assist with driver partners recruitment process to ensure proper follow up of leads and driver & delivery partner's concerns are addressed.
  • Handle escalated driver & delivery partners' issues calmly and professionally, ensuring any outstanding issues are resolved in a timely manner.
  • Provide periodic feedback to the team and maintain a continuous improve culture.
  • To drivers & delivery partners: Handle escalated driver & delivery partner issues calmly and professionally, ensuring any outstanding issues are resolved in a timely manner.
  • To passengers: Assist in face-to-face interactions when necessary.
  • To merchant partner: Assist in giving guidance & suggestions with the knowledge given.
  • Work hand in hand with the GDC Specialist team to ensure targets are met.
  • Work closely with GDC Teams in other cities.
  • Work closely with functional departments (payments dispute / DLR / UT etc).

The Must-Haves:

  • Must possess at least a Diploma certification or equivalent.
  • Good communication skills and fluency in spoken and written English and Malay. Can communicate well with both internal and external stakeholders.
  • Proven front desk or client-facing working experiences in a similar role.
  • Proficient with Microsoft Office software & IT savvy.
  • Team player who prefers to interact with fellow colleagues.
  • Friendly and helpful disposition.
  • Able to multitask, prioritize and work under pressure.
  • Able to work overtime if needed.
  • Able to travel if needed.
  • Common sense, good initiative & pro-active attitude to pre-empt & address issues.
  • Highly driven, independent and patient.
  • Attentive to detail and accuracy.
  • Proficiency in Mandarin / Cantonese will be added as an advantage (due to locality majority).

Additional Information

Our Commitment

We recognize that with these individual attributes come different workplace challenges, and we will work with Grabbers to address them in our journey towards creating inclusion at Grab for all Grabbers.