Get to know our Team:
From detangling complicated use cases to delighting our customers, the Grab Support team provides customer support and solutions to in-country business units for various verticals. We aim to out-serve our users and turn their not-so-good experience into a memorable and delightful one.
Get to know the Role:
In general, the Vendor Manager works with BPO partners and supports internal operations in one or more SE Asian countries in order to improve the Experience of consumers through best practices for one of the most exciting tech companies in the region!
The day-to-day activities:
• Supports regional customer experience operations in Contact Centre, Customer Service and Telesales environment
• Execution of projects related to Grab Support
• Owns the overall relationship with the BPO(s) and acts as a liaison between the company and the supplier in order to achieve desired outcomes including but not limited to:
- Contract maintenance
- All billing related items (Requests appropriate budgets, reviews and approves supplier invoices and applies appropriate rates based on performance outcomes of the supplier) - financial control measures
- Execution and enforcement of contract terms
- Addresses gaps especially as it relates to contract adherence
• Supports operations to optimise performance as it relates to efficiency and quality metrics
• Manage through the power of persuasion and cross-functional coordination - This is an individual contributor role
• Attend relevant company, country, department and vendor meetings
The must-haves:
• Bachelor’s Degree in Business Administration; MBA or other relevant advanced degree is a plus
• Proficient in MS Office (Word, PowerPoint, Excel) or Google Apps (Docs, Slides, Sheets)
• Strong passion for Customer Service and a true desire to help
• Positive and “can do” attitude with the eagerness to impact change with a disrupter mindset and a sense of humour will go a long way
• Knowledge of Contact Centre Operations, Efficiency models, Key Performance indicators and contributing factors (digital / Live Chat experience is ideal)
• 5 years experience in contact centres, vendor management, have worked for a BPO would be great
• Ability to implement actions to improve performance through cross-functional collaboration - managing through influence
• Strong analytical skills and structured process thinking plus a flair for numbers
• Self-driven and exhibits personal accountability for successful completion of projects and tasks assigned, good project management, excellent follow-through
• Strong command in English both verbal and written communication. Good experience supporting Indonesia
• Excellent attention to detail
• Enjoys working in a very fast, fun, dynamic and changing environment
• Willingness to put in the hours in order to get the job completed
• Experience with contracts a plus
• Previous SE Asian role a plus
Click "I'm interested" and we'd share more details!