The day-to-day activities
Functional
- Acquire and onboard new drivers, ensuring they receive comprehensive training on Grab’s services while managing and monitoring recruitment channels (both online and offline) to achieve weekly driver activation targets.
- 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.
- Facilitate training sessions for drivers and maintain a clean and safe environment at the Grab Driver Center, addressing inquiries and managing ticketing appropriately.
- Assist with administrative tasks and other duties as assigned, providing a welcoming and professional experience for all internal and external customers.
- Manage recruitment email communications to ensure timely responses to driver concerns, handle escalated issues with professionalism, and provide regular feedback to the team to foster a culture of continuous improvement.
- Responsible for leading and managing a team to deliver outstanding performance that meets and exceeds company expectations
- Work on enhancing Grab Driver Center processes and perform any additional duties assigned by the Manager.
Customer
- Manage escalated driver issues with professionalism and composure, ensuring timely resolution while assisting passengers during face-to-face interactions as needed. Collaborate with Southern Regional teams and coordinate with functional departments (Payments Dispute, DLR, UT, etc.) to maintain operational efficiency and support seamless operations.
Requirements
- Bachelor’s degree in any discipline with proficiency in English and Bahasa Malaysia; Mandarin is a plus.
- Strong process orientation, presentation, conflict management, negotiation skills, and experience in customer service, training, and sales.
- Ability to multitask, prioritize under pressure, and proactively address issues with attention to detail and accuracy.
- Excellent problem-solving, risk management skills, and proficient in data analysis and computing skills (Excel, PowerPoint, Google Docs).
- Capable of managing diverse teams and based in Negeri Sembilan.
Grab
Southeast Asia's leading super-app providing everyday services such as deliveries, mobility, financial services, enterprise services and others to millions of users across the region.
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