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 drives our core values 'We support our users on the journeys of their lives with a world class experience' and provide support to in-country teams and many departments.

Promote ease to our consumers and partners in customer support transactions, focusing on quality and customer satisfactions through practical resolution to the users and the community.

Get to Know the Role

The GS Professional team at Grab Support is focused on providing top-notch assistance to our users and partners. We handle a variety of inquiries, from technical support to account management, ensuring that everyone has a smooth experience with our services.

You will report to GS Operations Asst. Manager.

You will work onsite at HCM City.

The Critical Tasks You Will Perform

• Provide prompt and quality customer support (24/7) through voice/ chat/ email channels;
• Resolve product or service problems by clarifying the user's complaint; empathize with the user, determining the cause of the problem; select and explain the best solution to solve the problem; coordinate with department for resolution; escalate using escalation procedures if needed and following up to ensure resolution;
• Gather feedback from Consumers, identify opportunities to improve our internal processes, and share with leaders;
• Acquire and update knowledge on procedures related to relevant processes and ensure that work is completed following established procedures and standards;
• Exceed operations metrics, quality goals, compliance regulations, and productivity targets;
• Work well independently, complete assigned tasks in the established time frame, complete regular assignments without reminders or additional requests;

Qualifications

What Essential Skills You Will Need

• At least 2+ years experienced in customer service/ contact center
• Work night shift and during weekends, and holidays
• Proficient in English, both written and verbal
• And resolve issues promptly.
• Well-versed with emergency management protocols and procedures.

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.