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

Detail posisi

The GrabSupport Operations Assistant Manager will lead Grab Support Operations, ensuring smooth operations across various systems platforms and delivering exceptional customer service to Grab's partners.

Kewajiban

• 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.

Kualifikasi

• 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.