Customer Experience Specialist
Grab Vietnam
Hồ Chí Minh, Việt Nam
8 ngày trước
source : Talent Network

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 :
  • Bachelor degree
  • Bachelor degree
  • Min 2 years call centre experience
  • Comfortable working in a Call Centre environment and handling large volume of calls / email tickets per day
  • Good communication skills and fluent in spoken and written English
  • An effective listener and troubleshooter
  • Attentive to detail and accuracy
  • Comfortable with 24 / 7 shifts
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