The Critical Tasks You Will Perform

• Create positive user experiences through voice and non-voice channels (live chat and email).
• Communicate company and departmental strategies and all product and feature launches, current procedures, and any ad-hoc events to Grab Support agents.
• Mentor Grab Support Agents to enhance productivity and maintain high quality, promoting outstanding user experiences. Conduct performance evaluations and feedback sessions for agents.
• Manage the quality audit and monitoring process and partner with the quality assurance specialist to ensure performance feedback is given.
• Make recommendations for operational improvement to improve user experience and increase efficiency.
• Authorize cancellations, refunds, and reimbursements within predetermined financial limits. Collaborate with internal and external teams to ensure delivery of solutions that exceed user satisfaction expectations.
• Handle escalated cases, manage call-backs, and promptly highlight issues to the relevant departments. Address disciplinary issues, working with HR and agency personnel for fair resolution.
• Prepare and submit monthly reports on team productivity, quality, feedback, or any other required reports for continuous improvement.
• Identify operational gaps, express concerns, collaborate with relevant teams to improve processes, implement solutions, and contribute to performance improvement projects for an excellent user experience.

Qualifications

What Skills You Will Need

• Bachelor's degree or equivalent, with 4+ years of supervisory/managerial experience in a call center environment or the service industry (e.g., telecommunications, banking, technology, airline, tourism, or hospitality).
• You will need to work shifts and weekend.
• You have fluency in both spoken and written English and Thai to communicate with Grab's consumers and other teams.
• You will inspire and motivate a team under your leadership with an eye for productivity and continuous improvements.
• Experience adapting to varied work environment, with the capability to transition into new roles based on operational requirements.
• Proficient in handling disciplinary matters and conducting performance management.