Assistant Grab Support Operations Manager

2 days ago


Petaling Jaya, Malaysia Grab Full time

**Job Description**:
**Description**
- The incumbent is responsible for the smooth operational processes that our customer experience, when they interact with the Grab platform across the contact center touch-points.
- He/She is required to have the ability to manage a team of high-performing customer experience agents across voice/Livechat /digital platforms while meeting the expectations of stakeholders from various verticals like Grab Deliveries, Grab Mobilities and Grab Financials, etc.

**Responsibilities**
- You will help the organization to identify and prioritize customer feedback and create/ensure smooth processes that support operations.

**In this role, you will**:

- Lead the way in processing smooth customer support transactions across various programs and platforms in order to meet the performance metrics of the contact centres.
- Create a positive customer experience via the voice, non-voice channels (digital).
- Train and develop a team of customer experience agents to ensure the team is meeting both productivity and quality in delivering the best customer experience to Grab customers and partners.
- Perform daily briefing sessions in communicating and ensuring understanding to all team members for existing and new product launches.
- Monitor agent’s tardiness and work closely with planners to ensure optimum working schedule which includes leaves and overtime.
- Authorized to approve all cancellations, refunds and reimbursement within the approved limit.
- Perform manager call back whenever deemed necessary for escalated cases.
- Work closely with other verticals (eg. Payments team, DLR) in relation to CE-related processes that require Finance or Audit interactions
- Perform monthly audits and coaching derives from audits outcome in order to ensure all Grab customer experience processes and standards have been adhered to at all times
- Manage all disciplinary issues that arise within the team and work closely with HR and agencies personnel to ensure prompt action is taken in a fairly and timely manner.
- Prepare monthly reports to be submitted to management related to team productivity, quality, feedback or any other reports required for continuous improvement.
- Work closely with other team managers from various verticals to ensure pending cases are solved within a timely manner.
- Manage agent performance evaluation and feedback sessions.
- Involved in any performance improvements project assigned by management in order to achieve better processes to strive for excellent customer experience.

**Requirements**:

- 5 years of 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 centre operations.
- Fluent in English both oral and written.
- Able to work in a fast pace environment.
- Agile and adaptable to changes.
- Good communication, presentation, and interpersonal skills.
- Analytical and process-oriented; ability to problem-solve
- Experience in managing teams including supervising, training, motivating, coaching, having a difficult conversations and inspiring.
- Ability to deal with people from all levels professionally
- Good time management, organizing, delegating skills.
- Good in reporting and analyzing data.



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