Get to know the team:
The Consumer Management team is a team dedicated to providing a safe and quality service for all users on our platform. We support the central operations and aim to increase sustainable growth & proven value for our diverse consumers. Our team is made up of consumer-oriented people with various experiences ranging from operations, investigations, compliance, sales, training and payments background. If you are looking for an exciting opportunity, hop on the bandwagon and join our team!
Day to Day responsibilities:
• Attend to consumer-related zendesk ticket escalations coming from our support team and other internal stakeholders
• Monitor feedback from driver-partners and acting against errant consumers
• Responding to cases that require immediate attention: Safety & Quality issues (gathering info for internal investigations, listening to calls & making follow up calls for clarifications when required etc.)
• Work closely with Safety team to ensure the highest standard practices in the platform
• Review appeals from consumers
• Continuous monitoring/analyzing of data & liaise with different stakeholders within Grab to introduce new processes & improvements including taking pre-emptive measures
• Maintain operational metrics and provide data backend insights on quality-related investigation framework to maintain operational efficiency
• Other ad-hoc requirements i.e assist in ongoing projects handled by other team members to further improve our services and consumer’s experience in the platform
The Must-Haves:
• Our core principles: Heart, Hunger, Honour and Humility
• Takes ownership of assigned tasks & able to operate in a dynamic environment to complete tasks on time
• A start-up attitude – team player, pro-active & willing to work hard to get things done
• Excellent written and oral communication, presentation and interpersonal skills
• Have an extensive working knowledge of excel and google sheets
• Possess an optimistic attitude, able to handle pressure and take in feedback
• Customer centric with a data driven decision making mindset & can collaborate effectively with internal stakeholders
• Minimum 2-year front line customer service experience and savvy in addressing customer issues and needs independently
Keen on being part of Grab's family? Click "I'm interested" today!