GrabSupport Operations Assistant Manager

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. Guided by The Grab Way and our four core values of Heart, Hunger, Honour, and Humility, we make a lasting difference for Southeast Asia by creating economic empowerment for everyone.

Job Description

Get to Know the Team

The Grab Support team supports Grab's Partners, including drivers, passengers, and merchants, in using our products. The team handle service inquiries and resolve disputes from our drivers, passengers, and merchants with the goal to deliver exceptional customer service to our clientele. We aim to foster relationships and participate in community-building programs with drivers, passengers, and merchants.

Get to Know the Role

You will lead Grab Support Operations in managing smooth operations across diverse systems platforms. You will monitor the contact center operations in real-time to ensure the team meets departmental targets with consistency. You will report to the GrabSupport Operations Senior Manager and work onsite at our Chang Mai's office.

The Critical Tasks You Will Perform

• Create positive user experiences through voice and non-voice channels (live chat and email).
• Communicate company and departmental strategies and all product and feature launches, current procedures, and any ad-hoc events to Grab Support agents.
• Mentor Grab Support Agents to enhance productivity and maintain high quality, promoting outstanding user experiences. Conduct performance evaluations and feedback sessions for agents.
• Manage the quality audit and monitoring process and partner with the quality assurance specialist to ensure performance feedback is given.
• Make recommendations for operational improvement to improve user experience and increase efficiency.
• Authorize cancellations, refunds, and reimbursements within predetermined financial limits. Collaborate with internal and external teams to ensure delivery of solutions that exceed user satisfaction expectations.
• Handle escalated cases, manage call-backs, and promptly highlight issues to the relevant departments. Address disciplinary issues, working with HR and agency personnel for fair resolution.
• Prepare and submit monthly reports on team productivity, quality, feedback, or any other required reports for continuous improvement.
• Identify operational gaps, express concerns, collaborate with relevant teams to improve processes, implement solutions, and contribute to performance improvement projects for an excellent user experience.

Qualifications

What Skills You Will Need

• Bachelor's degree or equivalent, with 4+ years of supervisory/managerial experience in a call center environment or the service industry (e.g., telecommunications, banking, technology, airline, tourism, or hospitality).
• You will need to work shifts and weekend.
• You have fluency in both spoken and written English and Thai to communicate with Grab's consumers and other teams.
• You will inspire and motivate a team under your leadership with an eye for productivity and continuous improvements.
• Experience adapting to varied work environment, with the capability to transition into new roles based on operational requirements.
• Proficient in handling disciplinary matters and conducting performance management.

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.

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.