Grab Support Specialist
Grab
Company Description
About Grab and Our Workplace
Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.
Job Description
Get to Know the Team
Join our dynamic Grab Support team dedicated to empowering Grab Partners—drivers, passengers, and merchants—by ensuring they have the best experience with our products.
Be the go-to expert for handling service inquiries and resolving conflicts, always delivering exceptional customer service.
Build meaningful relationships and participate in community-building programs to support and grow our vibrant network of partners.
Get to Know the Role
As the Senior Grab Support Specialist in the Grab Support team, you will report into the Head of GrabSupport, Expansion Region (Myanmar & Cambodia) and work onsite on shift rotation from Monday to Sunday in the Grab Phnom Penh office. You will support GrabPay for refunds and clawbacks, handle Internal Response Time (IRT) L2, and manage second-level escalation from BPO for critical or complicated cases.
The Critical Tasks You Will Perform
- You will monitor and respond to communications from multiple channels including the call center, social media, live chat, and Help Center promptly.
- You will provide quality support through 100% Digital Ticket channels for our consumers and partners.
- You will set status emails to process Digital Tickets and IRT Tickets.
- You will gather feedback from drivers and passengers, observing issues such as booking cancellation reasons, and report promptly to the team lead.
- You will provide support to BPO agents and other department campaigns.
- You will meet and maintain a Customer Satisfaction (CSAT) score of 4.8 through user interaction
Qualifications
What Essential Skills You Will Need
- You have at least 2 years of relevant experience in customer support or a similar role.
- You have a Bachelor's Degree or equivalent in English, Writing, Communications, or a related field
- You are proficient in English and Burmese to communicate with Burmese speakers.
- You have experience handling critical or complicated cases from a variety of different channels including call centers and social media
- You have experience using digital ticketing systems and basic IT tools required for processing support tickets
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 life's challenges.
- Balancing personal commitments and life's 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 enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.
