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 Role
- We are looking for dedicated support staff to facilitate the seamless operation of our Grab Driver Center in Johor Bahru.
- In this capacity, you will address inquiries and concerns from drivers while ensuring a safe and conducive environment.
- You will promote Grab's vision and values within the community. Furthermore, you will play an important role in the recruitment of new drivers and ensure they receive comprehensive training on Grab's services.
- Collaboration with the Marketplace & Retention team will be crucial as you engage with drivers and contribute to the effective management of the city's supply.
- You will report into the GDC & Acquisition Lead.
- This role is based in Johor Bahru and on-site working.
The Critical Tasks You Will Perform
- You will acquire and onboard new drivers, ensuring they receive comprehensive training on Grab's services while managing recruitment channels (both online and offline) to achieve weekly driver activation targets.
- You will analyze performance trends of recruitment channels, identifying issues and recommending improvements, while overseeing the Alpha Programme and conducting regular meetings with drivers to address concerns and gather feedback for enhancements.
- You will facilitate training sessions for drivers and maintain a clean and safe environment at the Grab Driver Center, addressing inquiries and managing ticketing.
- You will assist with administrative tasks, providing a welcoming and professional experience for all internal and external customers.
- You will manage recruitment email communications to ensure responses to driver concerns, handle escalated issues, and provide regular feedback to the team to foster a culture of continuous improvement.
- You will manage a team to deliver outstanding performance that meets company expectations.
- You will enhance Grab Driver Center processes and perform any additional responsibilities assigned by the Manager.
Customer
- You will manage escalated driver issues and composure, ensuring resolution while assisting passengers during face-to-face interactions.
- You will collaborate with Southern Regional teams and coordinate with functional departments (Payments Dispute, DLR, UT, etc.) to maintain operational efficiency and support seamless operations.
Qualifications
What Essential Skills You Will Need
- You possess a minimum of 1 year of relevant experience.
- You hold a Bachelor's degree in any field and are proficient in English, Bahasa Malaysia, and Mandarin.
- You have a solid background in customer service, training, and sales, with a strong orientation towards processes.
- You will identify and address issues with precision.
- You demonstrate excellent problem-solving and risk management abilities, along with proficiency in data analysis and computing skills (Excel, PowerPoint, Google Docs).
- You are capable of managing diverse teams and are located in Johor Bahru.
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.
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.
