Grab Driver Centre (GDC) Coordinator
2 weeks ago
Get to know the team:
To perform tasks related to the driver & delivery partner engagement cycle: acquiring new drivers & delivery partners, e.....
Get to know the team:
To perform tasks related to the driver & delivery partner engagement cycle: acquiring new drivers & delivery partners, ensuring drivers are well trained & knowledgeable about Grab's services, and supporting any concerns from drivers & delivery partners.
This role will be to ensure smooth operations of the Grab Driver Centre (GDC) and drivers acquisition in Penang. Working in a fast-paced environment, the support staff provides customer service to uphold Grab's image in the community.
The Day-to-Day Activities:
- Maintain a clean and safe reception area at Grab Driver Center.
- Attends enquiries from drivers & delivery partners and usher them to the appropriate self-serve channel.
- Assist with administrative tasks and any other duties delegated by the team.
- Managing and understanding acquisition data and dashboards.
- Greet and meet all internal and external customers with friendly disposition & professionalism.
- Assist with driver partners recruitment process to ensure proper follow up of leads and driver & delivery partner's concerns are addressed.
- Handle escalated driver & delivery partners' issues calmly and professionally, ensuring any outstanding issues are resolved in a timely manner.
- Provide periodic feedback to the team and maintain a continuous improve culture.
- To drivers & delivery partners: Handle escalated driver & delivery partner issues calmly and professionally, ensuring any outstanding issues are resolved in a timely manner.
- To passengers: Assist in face-to-face interactions when necessary.
- To merchant partner: Assist in giving guidance & suggestions with the knowledge given.
- Work hand in hand with the GDC Specialist team to ensure targets are met.
- Work closely with GDC Teams in other cities.
- Work closely with functional departments (payments dispute / DLR / UT etc).
The Must-Haves:
- Must possess at least a Diploma certification or equivalent.
- Good communication skills and fluency in spoken and written English and Malay. Can communicate well with both internal and external stakeholders.
- Proven front desk or client-facing working experiences in a similar role.
- Proficient with Microsoft Office software & IT savvy.
- Team player who prefers to interact with fellow colleagues.
- Friendly and helpful disposition.
- Able to multitask, prioritize and work under pressure.
- Able to work overtime if needed.
- Able to travel if needed.
- Common sense, good initiative & pro-active attitude to pre-empt & address issues.
- Highly driven, independent and patient.
- Attentive to detail and accuracy.
- Proficiency in Mandarin / Cantonese will be added as an advantage (due to locality majority).
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