Lowongan Kerja Jakarta Raya Posisi Customer Experience Specialist di Operations

Get to Know the Team

Grab Support team provides 24/7 assistance to our Grab Partners, including drivers, passengers, and merchants, in using Grab’s 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.