Customer Experience Professional

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/digital platforms, while meeting the expectations of stakeholders from various verticals like GrabFood, GrabCar, GrabTaxi, GrabExpress, 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 centers.
- Create 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 launch.
- Monitor agent’s tardiness and work closely with planner to ensure optimum working schedule which include leaves and overtime.
- Authorized to approve all cancellation, refund and reimbursement within the approved limitation.
- Perform manager call back whenever deemed necessary for escalated cases.
- Work closely with other verticals (eg. Payments team, DLR) in relation to CE-relatedprocesses that require Finance or Audit interactions
- Perform monthly audits and coaching derives from audits outcome in order to ensure all Grab customer experience’s processes and standard are adhered at all times
- Manage all disciplinary issues arises within the team and work closely with HR and agencies personnel to ensure prompt action is taken on 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 manager from various verticals to ensure pending cases are solved within a timely manner.
- Manage agent performance evaluation and feedback session.
- Involved in any performance improvements project assigned by management in order to achieve better processes to strive for excellent customer experience.

**Requirements**:

- 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 difficult conversation and inspiring.
- Ability to deal with people from all levels professionally
- Good time management, organizing, delegating skills.
- Good in reporting and analyzing data.

  • Brand Manager

    2 weeks ago

    Petaling Jaya, Malaysia Nestlé Professional Full time

    **Position Snapshot** Location: Petaling Jaya, MY Company: Nestle Malaysia Full-time Bachelor’s Degree 5+ years of experience **Position Summary** Joining Nestlé means you are joining the largest Food and Beverage Company in the world. At our very core, we are a human environment - passionate people driven by the purpose of enhancing the quality of...

  • Customer Experience

    2 weeks ago

    Petaling Jaya, Selangor, Malaysia Kiddocare Sdn Bhd Full time 24,000 - 42,000 per year

    Job Description:Role Overview:The Admin – Customer Experience is responsible for supporting day-to-day operations of the customer service team, ensuring smooth handling of customer queries, maintaining proper records, assisting with reporting, and ensuring timely communication between internal teams and users.Key Responsibilities:1. Customer Support...

  • Ocean Customer Service Specialist

    2 weeks ago

    Petaling Jaya, Malaysia Pride Professional Sdn Bhd Full time

    **PridePRO is a Regional Executive Recruitment Company headquartered in Malaysia, specializing in talent acquisition across Southeast Asia, including Thailand, Indonesia, and Singapore.** **Join A Global Leader in Logistics & Freight Forwarding!** Are you passionate about delivering **exceptional customer service** in the logistics industry? Our client is...

  • Customer Experience Executive

    2 weeks ago

    Petaling Jaya, Malaysia IME Group of Companies Full time

    **How will you gain from this career?** - Opportunity to work with the leading technical and engineering solutions provider in Malaysia. - Challenges and opportunities to level up your experience and career growth **Other benefits that you might be interested with**: - Professional training and development with certifications **What you will be...

  • Customer Experience

    2 weeks ago

    Petaling Jaya, Malaysia Kiddocare Sdn Bhd Full time

    Job Description: **Role Overview**: The Admin - Customer Experience is responsible for supporting day-to-day operations of the customer service team, ensuring smooth handling of customer queries, maintaining proper records, assisting with reporting, and ensuring timely communication between internal teams and users. **Key Responsibilities**: **1. Customer...

  • Customer Experience Exec

    1 day ago

    Petaling Jaya, Selangor, Malaysia Bloomthis Full time

    As a Customer Experience Executive, you will be the front line of our customer experience, ensuring everyinteraction is warm, efficient, and memorable.Key Responsibilities● Provide Customer SupportHandle a high volume of daily enquiries through various channels (email, phone, live chat,WhatsApp, social media) with professionalism, empathy, and accuracy.●...

  • Customer Experience Executive

    2 weeks ago

    Petaling Jaya, Malaysia BloomThis Flora Sdn Bhd Full time

    **Job Responsibility** - Maintaining a positive, empathetic, and professional attitude toward customers at all times. - Assist and guide customers to place orders on our sales channels - Take the extra mile to engage and to deliver the best customer service to all of our customers. - Resolve any emerging problems that our customers might face in a timely...

  • Customer Experience Specialist

    3 days ago

    Petaling Jaya, Selangor, Malaysia Verdant Solar Full time

    Company DescriptionVerdant Solar is a leading solar energy provider in Malaysia, specializing in delivering premium solar panels, inverters, and batteries to meet the growing shift towards renewable energy. With over 2,000 completed projects and 3,000 satisfied customers, we tailor innovative solar energy solutions for residential and commercial clients. Our...

  • Customer Experience Executive

    2 weeks ago

    Petaling Jaya, Malaysia The Tea Republic Sdn Bhd Full time

    **About The Tea Republic** Established in 2010 in Kuala Lumpur, The Tea Republic is a premium tea gifting brand redefining the tea experience. Our exquisitely blended teas and elegant packaging make us a favourite among gift shoppers, wellness enthusiasts, and corporates seeking something meaningful. **Role Summary** This is not your typical customer...

  • Admin – Customer Experience

    1 week ago

    Petaling Jaya, Selangor, Malaysia Kiddocare Sdn Bhd Full time 33,600 - 60,000 per year

    Role Overview:The Admin – Customer Experience is responsible for supporting day-to-day operations of the customer service team, ensuring smooth handling of customer queries, maintaining proper records, assisting with reporting, and ensuring timely communication between internal teams and users.Key Responsibilities:1. Customer Support OperationsAssist with...