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Customer Experience Specialist- Finance Escalation (Prefer Payments Experience) Ho Chi Minh (District 7)

Get to know our Team:

  • Grab Support team drives our core values ‘We support our users on the journeys of their lives with a world class experience’ and provide support to in-country business units and a wide range of verticals

  • Promoting ease to our consumers and partners in customer support transactions, focusing on quality and customer satisfactions via feasible resolution to the users and the community.

Get to know the Role:

  • Provide Consumer support to Grab Financial Service Consumers, guide our consumers and partners in using our products and services, empower our Consumers by making sure they know our product features and available financial products/services.

  • Manage service enquiries and disputes arising from our consumers and partners, identify customer needs and key drivers to reach customer satisfaction goals

  • Provide excellent user service to our user base; address users’ issues and resolve them in a timely and efficient manner.

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

  • Build sustainable relationships and trust with users and partners through open and interactive communication

The day-to-day activities:

  • Support our users' fraud prevention efforts by using our products to monitor suspicious activities for online banking, mobile banking and other payments technologies;

  • Perform backend activities to solve tickets related to payment/product from consumers and partners on a daily basis;

  • Gather feedback from Consumers, identify opportunities to improve our internal processes, and share with leaders;

  • Run investigations regarding payments that are unsuccessful;

  • Manually approve payments and update booking details;

  • Liaise with other departments when required;

  • Acquire and update knowledge on procedures related to relevant processes;

  • Ensure that work is completed in accordance with established procedures and standards. The high standard of quality of tickets handled is required;

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

  • Work well independently, complete assigned tasks in the established time frame, complete regular assignments without reminders or additional requests;

  • Strive to meet individual and team key performance metrics;

  • Process tasks as requested by Team Leader/Manager.

Requirements:

  • At least 1-year of experience in Banking, Fintech services, E-commerce industry;

  • Able to work by shift

  • Be flexible in changing shift schedules and work during weekends and holidays

  • Advanced in English both oral and written;

  • A strong critical and analytical thinking, time management and problem-solving;

  • Deep knowledge about SOPs and system expert;

  • Careful, reliable, sense of responsibility;

  • Good / Excellent communication skills;

  • Previous experience in Customer service/Contact Center in Banking, Financial, Fintech services, E-commerce will be an added advantage;

  • Outstanding organizational skills with multitasking skills;

  • Ability to work independently and proactively take on new responsibilities where most needed;

  • Demonstrated proficiency with Microsoft Office, specifically Excel.