Driver GDC & Acquisition Specialist

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.