GrabSupport Operations Assistant Manager
Grab (Thailand)
Thailand | Chiang Mai
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Last updated 1 day ago
Grab (Thailand)
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List of jobs found:
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People Operations Business Partner
Grab (Thailand)
Thailand | Bangkok
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Manager, Deliveries Strategy
Grab (Thailand)
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Associate, Merchant Strategy
Grab (Thailand)
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Lead, Go-To-Market-Strategy - GrabFood
Grab (Thailand)
Thailand | Bangkok
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Senior Associate, Mobility Business
Grab (Thailand)
Thailand | Bangkok
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Associate, Strategy (Cities Team)
Grab (Thailand)
Thailand | Bangkok
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Last updated 1 week ago
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Associate, Demand Planning - GrabMart
Grab (Thailand)
Thailand | Bangkok
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Last updated 1 week ago
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People Operations Business Partner
Grab (Thailand)
Thailand | Bangkok
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Last updated 1 week ago
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Assistant Manager, Strategic Operations (GrabMart)
Grab (Thailand)
Thailand | Bangkok
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Last updated 1 week ago
GrabSupport Operations Assistant Manager
Grab (Thailand) (Chiang Mai, Chiang Mai, Thailand)
Chiang Mai,
Thailand
Grab is Southeast Asia’s leading superapp, offering a suite of services consisting of deliveries, mobility, financial services, enterprise and others. Grabbers come from all over the world, and we are united by a common mission: to drive Southeast Asia forward by creating economic empowerment for everyone.
At Grab, every Grabber is guided by The Grab Way, which explains our mission and the operating principles on how we can achieve it together. We call these principles the 4Hs:
Heart
We work together as OneGrab to serve communities in Southeast Asia
Hunger
We work to understand ground truths and drive improvements, big and small
Honour
We keep our word and steward our resources wisely to build and sustain trust
Humility
We are a constant work-in-progress, and we never stop learning to get better
Click to find similar jobs in Thailand:
Job function:
Manufacturing
About this position
Responsibilities
• Create positive user experiences through voice and non-voice channels (live chat and email).
• Communicate company and departmental strategies and all product and feature launches, current procedures, and any ad-hoc events to Grab Support agents.
• Mentor Grab Support Agents to enhance productivity and maintain high quality, promoting outstanding user experiences. Conduct performance evaluations and feedback sessions for agents.
• Manage the quality audit and monitoring process and partner with the quality assurance specialist to ensure performance feedback is given.
• Make recommendations for operational improvement to improve user experience and increase efficiency.
• Authorize cancellations, refunds, and reimbursements within predetermined financial limits. Collaborate with internal and external teams to ensure delivery of solutions that exceed user satisfaction expectations.
• Handle escalated cases, manage call-backs, and promptly highlight issues to the relevant departments. Address disciplinary issues, working with HR and agency personnel for fair resolution.
• Prepare and submit monthly reports on team productivity, quality, feedback, or any other required reports for continuous improvement.
• Identify operational gaps, express concerns, collaborate with relevant teams to improve processes, implement solutions, and contribute to performance improvement projects for an excellent user experience.
Requirements
• Bachelor's degree or equivalent, with 4+ years of supervisory/managerial experience in a call center environment or the service industry (e.g., telecommunications, banking, technology, airline, tourism, or hospitality).
• You will need to work shifts and weekend.
• You have fluency in both spoken and written English and Thai to communicate with Grab's consumers and other teams.
• You will inspire and motivate a team under your leadership with an eye for productivity.
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About Grab (Thailand)
Grab is Southeast Asia’s leading superapp, offering a suite of services consisting of deliveries, mobility, financial services, enterprise and others. Grabbers come from all over the world, and we are united by a common mission: to drive Southeast Asia forward by creating economic empowerment for everyone. At Grab, every Grabber is guided by The Grab Way, which explains our mission and the operating principles on how we can achieve it together. We call these principles the 4Hs: Heart We work together as OneGrab to serve communities in Southeast Asia Hunger We work to understand ground truths and drive improvements, big and small Honour We keep our word and steward our resources wisely to build and sustain trust Humility We are a constant work-in-progress, and we never stop learning to get better