Problem Resolution Analyst - Customer Experience

customer service | Posted 2 days ago

Job Details

Job Industry : internet

Job Function : customer service


<div>Grab is Southeast Asia's leading ride-hailing platform. We solve critical transportation challenges and make transport freedom a reality for 620 million people in Southeast Asia.&nbsp;</div><div>&nbsp;</div><div>Grab began as a taxi-hailing app in 2012, but has extended its product platform to include private car services (GrabCar), motorcycle taxis (GrabBike), social carpooling (GrabHitch) and last mile delivery (GrabExpress). Grab is focused on pioneering new commuting alternatives and for drivers and passengers with an emphasis on speed, safety and reliability. The Company currently offers services in Singapore, Indonesia, Philippines, Malaysia, Thailand and Vietnam.</div>


IN YOUR ROLE AS AN ANALYST, YOU WILL:<ul><li>Do analysis and findings regarding internal Customer Experience Operation and actively drive close loop feedback to operation/support team up to problem resolution<i>.</i></li><li>Conduct statistical/quantitative analyses to aid understanding of root causes</li><li>Follow-up with business and vertical owners to ensure improvement initiatives are end-to-end and action log progress is on schedule</li><li>Control and monitor impact assessment from user experience perspective to ensure the system and process in CRM environment could performs and operate properly-delivered.</li><li>Defined business processes, guidance and documentation related to customer experience system support and case resolution process.</li><li>Provide feedback on internalizing and implementing key learning into process documentation.</li><li>Create and define user experience testing scenario of GC and GB and competitors to provide insights related to Pax and Dax apps.</li></ul><br>AS OUR IDEAL CANDIDATE, YOU HAVE:<ul><li>Experience and a track record in Customer Experience system, process and operations </li><li>Strong relationship-building skills and experience working closely across department with executives</li><li>Bachelor’s degree with strong academic performance; M.B.A. or other relevant advanced degree is a plus</li><li>Action-oriented, entrepreneurial, flexible, and innovative approach to operational management</li><li>Action-oriented, entrepreneurial, flexible, and innovative approach to operational management</li><li>Analytic and decisive decision maker with the ability to prioritize and communicate key objectives and tactics necessary to achieve organizational goals.</li><li>Strong written and verbal communication skills; a persuasive and passionate communicator with good public speaking skills</li><li>Excellent communication skills with the ability to distil complex issues and detailed analysis into simple, structured frameworks with concrete action plans.</li></ul><br>PEOPLE IN THE OFFICE SAY:<ul><li><b>Adhitya Lestary</b>, <b>Customer Service</b> - “Grab is more than a workplace. When you work at Grab, you will find your new family, and have an inspiring team like what I have. I feel very inspired communicating everyday with our passengers and drivers, lending them support whenever they need our help. This is my passion and I love to work in this amazing company!”</li><li><b>Arqyreqta Lukman</b>, <b>Loyalty and Retention</b> -“In Grab I feel a warm &amp; friendly work atmosphere that nurtures the passion of our daily engagements. Grab taught me how to deal with our stakeholders in a way I’ve never done before, pushing me out of my comfort zone. I know there's a lot more to learn, and I am looking forward to the challenge!”</li></ul><br>OUR PERKS:<ul><li>Learn a new language - Meet and befriend our regional family members across Southeast Asia!</li><li>Meet a diverse group of young professionals - Our GrabFamily members consist of young, exuberant, and passionate people who have a diverse spectrum of interests. To put it bluntly, we definitely ain’t a boring bunch!</li><li>Make an actual difference - You will not only be changing the way people move but the lives of everyday people.</li><li>Casual Fridays everyday! - That’s right, your skinny jeans and those Converse sneakers can be worn everyday.</li><li>Learn and work with the best! - Rub shoulders with some of the most talented head honchos in the industry and learn invaluable experiences from them!</li></ul>
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Grab is Southeast Asia's leading ride-hailing platform. We solve critical transportation challenges and make transport freedom a reality for 620 million people in Southeast Asia.


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