Grab Support Operations Manager

Grab Support Operations Manager

GrabTaxi Pte Ltd
5-8 years
Not Specified

Job Description

Get to know our Team:

  • Customer Experience team drives one of our core values 'Outserve Our Customers' and provide support to in-country business units and a wide range of verticals

  • Promoting ease to our driver partners and passengers in customer support transactions focusing on quality and customer satisfactions

Get to know the Role:
  • The incumbent is responsible for the smooth operational processes to our customer experience team, when they interactwith our Grab Food platform across the contact center touch-points.
  • He/She is required to have the ability tomanage a team of high-performing customer experience specialist across voice/non-voice platforms, while meeting theexpectations of stakeholders in our Grab Food Team.

  • The day-to-day activities:

  • Lead the way in processing smooth customer support transactions across variousprograms and platforms in order to meet the performance metrics of the contact centers

  • Create positive customer experience via the voice, non-voice channels

  • Gather intelligence related to the wants and needs of current and targeted customersdesign and integrate systems and processes to support goals.

  • Work closely with other business functions to implement programs and gain insights intoimprovement opportunities for contact center operations.

  • Select, develop, and evaluate personnel to ensure the efficient operation of the functionthroughout the customers journey with Grab

  • Lead teams to ensure alignment with in-country and regional customer experienceconcepts, value proposition, and related processes

  • Work closely with other verticals (eg. Payments team, DLR) in relation to CE-related
    processes that require Finance or Audit interactions

The must haves:

  • 5 years supervisory / managerial experience in a customer-centricenvironment in the services industry (e.g. Telecommunication, banks,consumer goods, technology, airline, tourism, hospitality)

  • 3-4 years experience in leading contact center operations

  • Fluent in English both oral and written, and local languages

  • Excellent communication, presentation and interpersonal skills

  • Experience in managing teams, motivating, coaching and inspiring teammembers to achieve excellent customer experience

  • Progression Indicator : Ability to deal with people from all levels professionally, effectiveplanning, organizing, delegating, and time management skills

  • Progression Indicator : Experience and skill in areas such as process development, audit,quality management, training, as well as workforce management andreporting are highly desirable

  • Analytical and process-oriented ability to problem-solve
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