Company Description

About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Job Description

Get to Know the Team

Join our dynamic Grab Support team dedicated to empowering Grab Partners—drivers, passengers, and merchants—by ensuring they have the best experience with our products.

Be the go-to expert for handling service inquiries and resolving conflicts, always delivering exceptional customer service.

Build meaningful relationships and participate in community-building programs to support and grow our vibrant network of partners.

Get to Know the Role

As the Help Centre & Automation Lead in the Grab Support team, you will report into the Head of GrabSupport, Expansion Region (Myanmar and Cambodia) and work onsite in the Grab Phnom Penh office. You will develop solid relationships and community building with Grab's consumers and partners. You will also guide driver-partners and passengers in using the Grab mobile application, and manage service inquiries and resolve disputes from our consumers.

The Critical Tasks You Will Perform

You will:

• Manage the Help Centre to ensure user issues are addressed. This also includes content creation and updates.
• Translate content from English to Burmese for new features.
• Collaborate with Project Manager to develop and implement automation and chatbot solutions
• Monitor and evaluate team performance to ensure adherence to quality standards
• Provide feedback and support to team members to enhance their performance. Keeping them informed of new features or changes.
• Oversee the management and optimisation of GS tools and systems
• Set up Interactive Voice Response (IVR) and scripts for the hotline.

Qualifications

What Essential Skills You Will Need

• You have at least 2 years of relevant experience and a Bachelor's Degree or equivalent in English, Writing, Communications, Technical, or a related field
• You are proficient in English and Burmese
• You have basic HTML and web publishing, CMS, CRM, and web-based Help Centre platform skills
• You have web content creation, maintenance, and publishing experience
• You have project management experience

Additional Information

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex, create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
• Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For at Grab

We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.