Content Management Specialist

7 days ago


Petaling Jaya, Malaysia Grab Full time

**Job Description**:
**Get to know the Team**
- The Content Management Team looks into Merchant onboarding, support and quality assurance, with all things related to Content on the Grab platform, with daily BAU revolves around producing/gatekeeping in-app content that are in accordance with specified guidelines which covers merchant store configurations and menu setups.

**Get to know the Role**:

- BAU management by ensuring content updates SLAs, KPIs and performance of the team are met
- Optimize response rate and content via data analysis within the platform
- Lead and implement any SOP changes to improve efficiency and quality in providing Content support while ensuring Merchant Experience is not being compromised
- Active participation in providing inputs for performance improvements
- Identify bottlenecks and potential internal or external issues relating to Content Support and deliver solutions to resolve such issues

**Must Haves**

You are a good team player and have Heart, Humility, Hunger, Honour
- You have at least minimum 2 years of experience in customer service roles
- You have at least minimum 1 year of experience in managing a team
- You have experience in using in Microsoft Excel & Powerpoint and/or Google Suite equivalent
- You have strong communication skills, learning curiosity and detailed oriented
- You have excellent data analysis and data management skills

**Good to have**
- Experience with Zendesk, Salesforce or any other relevant tool
- Experience with copywriting in both English and Malay

**Daily activities**
- You are responsible for monitoring the Content Updates team’s performance, ensuring support is provided with excellent quality.
- You will be providing support to the team on daily basis for daily BAU tasks, should they require any assistance or further clarification
- You will be working very closely with other functions within the team and also other departments to communicate all things related to the Content Support team.
- You will also be analyzing data for performance measurement and preparing presentations for stakeholders to provide insights on any performance and process improvements.


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