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 supports in-country departments and many departments.
We promote ease to our consumers and partners in customer support transactions, focusing on quality and customer satisfaction with practical resolutions for the users and the community.
Get to Know the Role
The Grab Support Specialist role is all about providing exceptional customer service to our users. As a Support Specialist, you'll be the first contact for customers looking for assistance with their queries or issues related to our services. You'll work with different teams to ensure that customer feedback is heard and acted upon, improving our services.
You will report to GS Operations Asst. Manager.
You will work onsite at CMC Creative Space, Ho Chi Minh 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 follow up to ensure resolution;
- Gather feedback from Consumers, identify opportunities to improve our internal processes, and share with leaders;
- Exceed operations metrics, quality goals, compliance regulations, and productivity targets;
- Work well independently, complete assigned tasks in the established time frame, and complete regular assignments without reminders or additional requests;
- Process tasks as requested by the Team Leader/Manager;
Qualifications
What Essential Skills You Will Need
- At least 2 years of experience in customer service/contact center
- Be flexible in working night shifts and during weekends and holidays
- Proficient in English, both written and verbal
- Good interpersonal and communication skills.
- Ability to perform under pressure and resolve issues promptly.
- Well-versed in 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.