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Grab Support Operations Manager (Chiang Mai) Chiang Mai (Airport Business Park)
Life at Grab:
At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia.
Get to know our Team:
The Grab Support 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:
The incumbent is responsible for the smooth operational processes to our Grab Support team, when they interact with our Grab Food platform across the contact center touch-points.
He/She is required to have the ability to manage a team of high-performing customer experience specialist across voice/non-voice platforms, while meeting the expectations of stakeholders in our Grab Food Team.
The day-to-day activities:
Lead the way in processing smooth customer support transactions across various programs and platforms in order to meet the performance metrics of the contact centers
Create positive customer experience via the voice, non-voice channels
Gather intelligence related to the wants and needs of current and targeted customers; design and integrate systems and processes to support goals.
Work closely with other business functions to implement programs and gain insights into improvement opportunities for contact center operations.
Select, develop, and evaluate personnel to ensure the efficient operation of the function throughout the customers’ journey with Grab
Lead teams to ensure alignment with in-country and regional customer experience concepts, value proposition, and related processes
Work closely with other verticals (eg. Payments team, DLR) in relation to CE-related processes that require Finance or Audit interactions
The must haves:
5 years supervisory / managerial experience in a customer-centric environment in the services industry (e.g. Telecommunication, banks, consumer goods, technology, airline, tourism, hospitality)
3-4 years’ experience in leading contact center operations
Fluent in English both oral and written, and local languages
Excellent communication, presentation and interpersonal skills
Experience in managing teams, motivating, coaching and inspiring team members to achieve excellent customer experience
Progression Indicator : Ability to deal with people from all levels professionally, effective planning, organizing, delegating, and time management skills
Progression Indicator : Experience and skill in areas such as process development, audit, quality management, training, as well as workforce management and reporting are highly desirable
Analytical and process-oriented; ability to problem-solve
We are committed to building diverse teams and creating an inclusive workplace that enables all Grabbers to perform at their best, regardless of nationality, ethnicity, religion, age, gender identity or sexual orientation and other attributes that make each Grabber unique.
Grab is the leading superapp platform in Southeast Asia, providing everyday services that matter to consumers. Today, the Grab app has been downloaded onto millions of mobile devices, giving users access to over 9 million drivers, merchants, and agents. Grab offers a wide range of on-demand services in the region, including mobility, food, package and grocery delivery services, mobile payments, and financial services across 428 cities in eight countries.
Join us today to drive Southeast Asia forward, together.