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 :
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.
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.
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