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
Customer Service Specialists are the frontline experts who ensure that customer inquiries and issues are addressed with professionalism and care. They act as the bridge between the consumer and the company, providing support and information while also gathering valuable feedback to enhance products and services.
Responsibilities
• Receive and manage customer questions, inquiries, and complaints by incoming calls and emails.
• Make outbound calls to follow up case or verification process.
• Escalate complaints to related units (Business, Operations, Billing, and Investigation team) and ensure that the solutions provided are appropriate and satisfactory.
• Ensure all complaints are resolved in accordance with Service level agreement targets (Internal & Regulatory).
• Analyze complaint data to identify trends and problems.
• Work with the business to implement continuous improvement actions and solutions.
• Ensure all internal reports are submitted on time with complete and correct data.
Requirements
• Bachelor's degree in any major.
• Experience min 2 years in Customer Service.
• Problem-solving skills and the ability to think critically and creatively.
• Excellent communication skills, both verbal and written.
• Proficiency in using customer service software and tools, and a solid understanding of report administration.
• Work well with different teams and adapt to changing situations.
• Empathetic and patient, with a genuine desire to support and assist customers.
Benefits
Huneety A.I Salary Estimate
4,000,000 - 7,000,000 IDR per month
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