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Customer Experience Specialist

Location Malaysia, Malaysia
Posted 29-August-2021

Job Description :
Get to know our Team:
Customer Experience team drives one of our core values Outserve Our Customers and provide support to in-country business units and a wide range of verticals
Promoting ease to our customers driver partners and passengers using Grab financial services, including but not limited to payments, mobile wallet transactions, financing, insurance and wealth in customer support transactions focusing on quality and customer satisfactions
Get to know the Role:
Provide customer support to Grab customers in Singapore. Work location is in KL, Malaysia
Build and maintain good relationships and community building efforts with Grab's customers
Guiding our customers in using Grab mobile application, with primary focus on Grab's financial services
Manage product and service enquiries and any customer issues arising from our customers
The day-to-day activities:
Provide quality customer support (24/7) through Voice and Digital channels for our customers
Monitor various company communication channels including call center, social media, web enquiries, etc. and respond appropriately in a timely manner
Gather feedback from customers, observe front-line issues such as application failure, payment issues, product enquiries and clarifications etc. and report promptly to supervisor
Perform ad-hoc tasks as required by the team to improve overall business such as market research, service quality audit, etc.
Support other department campaigns when the need arises
The must haves:
At least 1-3 years working experience in Customer Service
Must possess at least a Diploma in any relevant field
Experience in Zendesk and Livechat will be an added advantage
Proficiency in using Microsoft products such as Excel, PowerPoint, Word
Creativity skills, and excellent verbal/written communication skills in both English and Malay languages
Ability to communicate results to management and in a fast paced environment
Can thrive under minimal supervision

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Awards & Accolades for MyTechLogy
Winner of
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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