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

Grab Support team provides 24/7 assistance to our Grab Partners, including drivers, passengers, and merchants, in using Grab's products. Our dedicated team handles service inquiries and resolves disputes, delivering exceptional customer service and promoting relationships.

Get to Know the Role

Customer Service Specialists are the frontline experts who ensure that customer inquiries and issues are addressed with professionalism and care. With tasks responding to customer queries. processing customer orders, collaborating with various department to resolve customer complaints quickly and effectively in accordance with Service level agreements and preparing administration reports. They act as the bridge between the consumer and us, providing support and information while also gathering valuable feedback to enhance products and services. You will be based onsite in Grab Jakarta.

The Critical Tasks You Will Perform

• Receive and manage customer questions, inquiries, and complaints via incoming calls and emails.
• Make outbound calls to follow up case or verification process.
• Escalate complaints to related units (Business, Operations, Billing, and Investigation team) and ensure that the solutions provided are appropriate and satisfactory.
• Ensure all complaints are resolved in accordance with SLA targets (Internal & Regulatory).
• Analyze complaint data to identify trends and problems
• Work with the business to implement continuous improvement actions and solutions.
• Ensure all internal reports are submitted on time with complete and correct data.

Qualifications

What Essential Skills You Will Need

• Bachelor's degree in any major
• Proven experience min 2 years in Customer Service
• Strong problem-solving skills and the ability to think critically and creatively.
• Excellent communication skills, both verbal and written.
• Proficiency in using customer service software and tools, and a solid understanding of report administration.
• Ability to work well with different teams and adapt to changing situations.
• Empathetic and patient, with a genuine desire to support and assist customers.

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 provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.