Grab Support Specialist

Grab Support Specialist

Grabtaxi holdings pte ltd
2-5 years
Not Specified

Job Description

Get to know our Team:

  • More than 6 in 10 Southeast Asians are unbanked or underbanked today. Grab Financial Group (GFG) aims to change that by empowering everyone with simple, transparent, and flexible financial products (GrabPay, GrabFinance, GrabInsure, GrabInvest). We promote ease to our Consumers as well as our Driver and Merchant Partners in using these financial products/services. The Customer Experience Financial Services team prides itself on ensuring that we uphold our Consumer First principle while supporting our GFG consumers and partners seamlessly. We aspire to build meaningful relationships with our Consumers / Partners and deliverworld class financial service.

Get to know the Role:

  • Provide Consumer support to Grab Financial Service Consumers in Singapore. Work location is in KL, Malaysia

  • Guide our Consumers in using Grab mobile application, with primary focus on Grab Financial Group's (GFG) product/services

  • Educate our Consumers/Partners on our Grab Financial Services products and handle service enquiries as well as any other arising Consumer/ Partner issues

  • Treat integrity and safeguarding the financial assets of our Consumers and partners as the utmost priority.

The day-to-day activities:

  • Provide qualitycustomer support (24/7)through voice/ chat/ email support and guided troubleshooting to Consumers / partners on GFG services including but not limited to e-wallet fund transfer, transaction, dispute and refund issues wealth, invest, lending and insurance product enquiries.

  • Be vigilant to spot Consumer / partner risks, security or fraud issues throughout the contact with the concerned user and alert management as required

  • Gather feedback from Consumers, observe front-line issues such as application failure, payment issues, etc. and alert management as required

  • Ongoing education and skill-building with respect to financial Consumer journeys and backend processes

  • Meet and exceed operations metrics, quality goals, compliance regulations and productivity targets

  • Ability to re-prioritize and adapt to an exciting, ever-changing environment


  • At least 2 years working experience in Consumer Service in financial / banking industry

  • Domain knowledge in wealth, insurance products, risks operations, client money protection, personal data privacy would be a definite advantage

  • Familiar with local country front end Know Your Consumer (KYC) processes and requirements

  • Must possess at least a Diploma in any relevant field

  • Experience in Livechat and digital servicing channels will be an added advantage

  • Strong multi-tasking and prioritization skills, with a focus on accuracy and on-time delivery.

  • Strong verbal and written communication skills

  • Flexibility to work outside of normal business hours, including after-hours and weekends in order to best serve our Consumers/Partners

  • Can thrive under stress and minimal supervision

Grab Holdings Inc., commonly known as Grab, is a Southeast Asian technology company. It is incorporated in the Cayman Islands and headquartered in Singapore and Indonesia. It is the developer of the Grab Superapp, which provides users with transportation, food delivery and digital payments services via a mobile app.

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