Customer Experience Team Lead (GrabSupport)

Date Posted: Posted30+ hari yang lalu

Job Description

Job Description: Life at Grab: At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia. The day to day activities:
  • Responsible for managing the team’s performance by ensuring departmental objectives & OKRs are met like SLA, CSAT, DSAT, Handling Escalation
  • Real Time Monitoring, organizing, and coaching & counselling agents
  • Work closely with other vertical to deliver seamless customer experience
  • Responsible to answer Inquiry, resolved complaint customer, handling escalated customer call as needed
  • Identify & drive initiatives to prevent & reduce losses related to customer verification, billing & payments
  • Run reports and analysis of quality and performance OKRs
  • Generate business insights through data analysis, and provide recommendations to improve customer experience performance accordingly
  • Analyze consumers DSAT that we can improve
The must haves:
  • S1 any major, from reputable university
  • 2-3 years of experiences as Call Center Team Leader, digital/voice, on e-commerce/telecommunications industry
  • Fresh graduates are welcome to apply, with min GPA of 3,40 and active participation in uni organization. Have interest in customer experience
  • Excellent knowledge on call center, real time floor management, & experience using Zendesk, Salesforce
  • Proficient in Ms. Office (Word, Excel, PPT) and G-suite
  • Experience in handling customer & customer satisfaction oriented
  • Excellent communication skills & Good Leadership Skill
  • Good command in English both written and speaking is a must
  • Understand SLA metrics
  • Logical and analytical thinking skills
  • Willing to work in shift
We recognize that with these individual attributes come different workplace challenges, and we will work with Grabbers to address them in our journey towards creating inclusion at Grab for all Grabbers. About Grab Grab is the leading superapp platform in Southeast Asia, providing everyday services that matter to consumers. Today, the Grab app has been downloaded onto millions of mobile devices, giving users access to over 9 million drivers, merchants, and agents. Grab offers a wide range of on-demand services in the region, including mobility, food, package and grocery delivery services, mobile payments, and financial services across 428 cities in eight countries Join us today to drive Southeast Asia forward, together.

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