Customer Experience Specialist
Customer Experience Specialist
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Job Description
Get to Know the Team
Grab Support team provides 24/7 assistance to our Grab Partners including drivers passengers and merchants in using Grabs products. Our dedicated team handles service inquiries and resolves disputes delivering exceptional customer service and promoting relationships.
Get to Know the Role
Customer Service Specialists are the frontline experts who ensure that customer inquiries and issues are addressed with professionalism and care. With tasks responding to customer queries. processing customer orders collaborating with various department to resolve customer complaints quickly and effectively in accordance with Service level agreements and preparing administration reports. They act as the bridge between the consumer and us providing support and information while also gathering valuable feedback to enhance products and services. You will be based onsite in Grab Jakarta.
The Critical Tasks You Will Perform
- Receive and manage customer questions inquiries and complaints via 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 SLA 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.
Qualifications :
What Essential Skills You Will Need
- Bachelors degree in any major
- Proven experience min 2 years in Customer Service
- Strong 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.
- Ability to work well with different teams and adapt to changing situations.
- Empathetic and patient with a genuine desire to support and assist customers.
Additional Information :
Life at Grab
We care about your well-being at Grab here are some of the global benefits we offer:
- We have your back with Term Life Insurance and comprehensive Medical Insurance.
- With GrabFlex create a benefits package that suits your needs and aspirations.
- Celebrate moments that matter in life with loved ones through Parental and Birthday leave and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
- We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through lifes challenges.
- Balancing personal commitments and lifes demands are made easier with our FlexWork arrangements such as differentiated hours
What We Stand For At Grab
We are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality ethnicity race religion age gender family commitments physical and mental impairments or disabilities and other attributes that make them unique.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
