Grab Driver Center Support cum Trainer
Grab Vietnam
Việt Nam
9 ngày trước
source : Talent Network

Get to know the Role :

This role will be to ensure smooth operations of the GDC in Penang. Working in a fast-paced environment, the support staff provides customer service to uphold Grab’s image in the community.

To perform tasks related to the driver engagement cycle : acquiring new drivers, ensuring drivers are well trained & knowledgeable about Grab’s services, and supporting any concerns from drivers.

The day-to-day activities :

Functional

  • Maintain clean and safe reception area at Grab Driver Center.
  • Attends to enquiries from drivers and assign appropriate ticketing.
  • Assist with administrative task and any other duties delegated by the team.
  • Greet and meet all internal and external customers with friendly disposition & professionalism.
  • Manage the recruitment issues to ensure all issues are replied to promptly and driver concerns are addressed.
  • Handle escalated driver issues calmly and professionally, ensuring any outstanding issues are resolved in a timely manner.
  • Provide periodic feedback to the team and maintain a continuous improvement culture.
  • To perform tasks related to acquiring new drivers, ensures drivers are well trained & knowledgeable about Grab’s services.
  • Complete weekly operational tasks in a timely manner.
  • Assists meet-up sessions with drivers to understand their issues, and to seek ideas for improvement
  • Any other duties assigned to you by your Supervisor.
  • Customer

  • To drivers : Handle escalated driver issues calmly and professionally, ensuring any outstanding issues are resolved in a timely manner.
  • To passengers : Assist on face-to-face interactions when necessary.
  • People

  • Work hand in hand with GDC Coordinator to ensure targets are met.
  • Work closely with GDC Teams in other cities.
  • Work closely with functional departments (payments dispute / DLR / UT etc).
  • The must haves :

  • Must possess at least Diploma or Bachelor’s degree in any discipline
  • Able to converse in English and Bahasa Malaysia. Able to converse in Mandarin will be an added advantage.
  • Having worked in a front-line role , operation role such as customer service
  • Ability to think creatively and apply intellectual rigor to solve challenging problems
  • Computing skills including Excel, Power point, Google Docs, etc.
  • Able to multi task, prioritize, using common sense, good initiative, & pro-active attitude to pre-empt & address issues.
  • Teamwork and ability to manage people from different levels.
  • Independent and able to demonstrating high performance with minimal supervision
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