Team Manager
Grab Vietnam
Hồ Chí Minh, Việt Nam
15 ngày trước
source : Talent Network

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 :

  • Guide our drivers and passengers in using our products
  • Manage service enquiries and disputes arising from our drivers and passengers
  • Provide excellent customer service to our customer base
  • Maintain good relationships and community building efforts with drivers and passengers
  • The day-to-day activities :

  • Monitor various company communication channels including call center, social media, web enquiries, etc. and respond appropriately in a timely manner
  • Gather feedback from drivers and passengers, observe front-line issues such as booking cancellation reasons, etc. and report promptly to supervisor
  • Perform ad-hoc tasks as required by the team to improve overall business such as market research, service quality audit, etc.
  • Perform administrative tasks involving driver’s account (credit top-up, changes in driver information, etc.
  • The must haves :

  • 2 to 3 years supervisory / managerial experience in a call center environment in service industry (e.g. Telecommunication, banks, technology, airline, tourism, hospitality).
  • Excellent communication and interpersonal skills
  • Experience in dealing with disciplinary issues and performance management
  • Good communication and leadership skills
  • Ability to work independently and proactively take on new responsibilities where most needed
  • Fluent in English both oral and written
  • Bachelor degree or equivalent
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