Grab Support Operations Manager

3 months ago

เชยงใหม, Thailand Grab Full time

**Company Description** Life at Grab**

At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia.
**Job Description** Get to Know the Team**:

- Assist Grab Partners, including drivers, passengers, and merchants, in utilizing our products.
- Handle service inquiries and resolve disputes from our drivers, passengers, and merchants.
- Deliver exceptional customer service to our clientele.
- Foster positive relationships and engage in community-building initiatives with drivers, passengers, and merchants.

**Responsibilities**
You will help the organization to identify and prioritize customer feedback and create/ensure smooth processes that support operations.

In this role, you will:

- Lead the way in processing smooth consumer support transactions across various programs and platforms in order to meet the performance metrics of the contact centers.
- Create positive consumer experience via the voice, non-voice channels (digital).
- Train and develop a team of grab support agents to ensure the team is meeting both productivity and quality in delivering the best consumer experience to Grab consumers and partners.
- Perform daily briefing sessions in communicating and ensuring understanding to all team members for existing and new product launch.
- Monitor agent’s tardiness and work closely with planner to ensure optimum working schedule which include leaves and overtime.
- Authorized to approve all cancellation, refund and reimbursement within the approved limitation.
- Perform manager call back whenever deemed necessary for escalated cases.
- Work closely with other verticals (eg. Payments team, DLR) in relation to Grab Support-related processes that requires process improvement.
- Perform monthly audits and coaching derives from audits outcome in order to ensure all Grab Support’s processes and standard are adhered at all times
- Manage all disciplinary issues that arise within the team and work closely with HR and agency personnel to ensure prompt action is taken in a fairly and timely manner.
- Prepare monthly reports to be submitted to management related to team productivity, quality, feedback or any other reports required for continuous improvement.
- Work closely with other team managers from various verticals to ensure pending cases are solved within a timely manner.
- Manage agent performance evaluation and feedback session.
- Involved in any performance improvements project assigned by management in order to achieve better processes to strive for excellent customer experience.

**Qualifications**
- 5 years supervisory/managerial experience in a customer-centric environment in the services industry (e.g. Telecommunication, banks, consumer goods, technology, airline, tourism, hospitality)
- 3-4 years experience in leading a contact center operation.
- Fluent in English both oral and written.
- Able to work in a fast-paced environment.
- Agile and adaptable to changes.
- Good communication, presentation, and interpersonal skills.
- Analytical and process oriented; ability to problem-solve
- Experience in managing teams including supervising, training, motivating, coaching, having difficult conversation and inspiring.
- Ability to deal with people from all levels professionally
- Good time management, organizing, delegating skills.
- Good in reporting and analyzing data.

**Additional Information** Our Commitment**

We recognize that with these individual attributes come different workplace challenges, and we will work with Grabbers to address them in our journey towards creating inclusion at Grab for all Grabbers.

  • Grab Support Operation Assistant Manager

    3 months ago

    เชียงใหม่, Thailand Grab Full time

    **Company Description** Life at Grab** At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast...

  • Grab Support Operation Team Lead

    3 months ago

    เชียงใหม่, Thailand Grab Full time

    **Company Description** Life at Grab** At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast...

  • Assistant Grab Support Operations Manager, Chiang

    3 months ago

    เชียงใหม่, Thailand Grab Full time

    **Job Description**: **Life at Grab** At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast...

  • Grab Support Team Lead, Chiang Mai

    3 months ago

    เชียงใหม่, Thailand Grab Full time

    **Job Description**: **Life at Grab** At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour, and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast...

  • Operations Manager

    2 weeks ago

    เชียงใหม่, Thailand NH Collection Full time

    **Company Description** Located on the picturesque banks of the Mae Ping River in the country’s northern city of Chiang Mai, NH Collection Chiang Mai Ping River is the first NH Collection in Thailand. Occupying two low-rise buildings directly on the riverbank, the resort is integrated into nature and the surrounding tranquil riverside landscape. In...

  • Operations Manager

    3 months ago

    เชียงใหม่, Thailand NH Collection Full time

    Company Description Located on the picturesque banks of the Mae Ping River in the country’s northern city of Chiang Mai, NH Collection Chiang Mai Ping River is the first NH Collection in Thailand. Occupying two low-rise buildings directly on the riverbank, the resort is integrated into nature and the surrounding tranquil riverside landscape. In addition...

  • Operations Manager

    3 months ago

    เชียงใหม่, Thailand NH Collection Full time

    Company Description Located on the picturesque banks of the Mae Ping River in the country’s northern city of Chiang Mai, NH Collection Chiang Mai Ping River is the first NH Collection in Thailand. Occupying two low-rise buildings directly on the riverbank, the resort is integrated into nature and the surrounding tranquil riverside landscape. In addition...

  • Operations Coordinator

    2 months ago

    เชียงใหม่, Thailand บจก.เดสทีนี่ เอ็นเตอร์ไพร์ซ Full time

    Work with Operation Manager in monitoring and managing different operational units such as Field Technicians, Hardware Testing, Scheduling, Support, etc. - Coordinate and closely communicate with internal stakeholders to ensure smooth running of operations - Provide general support to ground staffs in order to control and ensure smooth running of...

  • Operations Coordinator

    2 months ago

    เชียงใหม่, Thailand บจก.เดสทีนี่ เอ็นเตอร์ไพร์ซ Full time

    Work with Operation Manager in monitoring and managing different operational units such as Field Technicians, Hardware Testing, Scheduling, Support, etc. - Coordinate and closely communicate with internal stakeholders to ensure smooth running of operations - Provide general support to ground staffs in order to control and ensure smooth running of...

  • Operations Manager

    3 months ago

    เชียงใหม่, Thailand บริษัท เดอะ กรีน ไลออน (ไทยแลนด์) จำกัด Full time

    Operations Manager **จังหวัด** เชียงใหม่ (สันทราย) **อัตราค่าจ้าง** 35,000-40,000 **รูปแบบงาน** งานประจำ (Full Time) **อัตรา** 1 **รายละเอียดงาน**: -...

  • Operations Manager

    3 months ago

    เชียงใหม่, Thailand Pasona HR Consulting Recruitment (Thailand) Co.,Ltd Full time

    Job ID 50118 Business Manufacturing(Electrical, Precision) Job Detail - Strategic Vision: Craft and execute strategic and operational objectives to steer factory success, aligning with business direction. - Efficiency Mastery: Lead process optimization, refining operations, and championing best practices for heightened efficiency. - Data-Driven Insights:...

  • IT Support

    2 months ago

    เชียงใหม่, Thailand บจก.เดสทีนี่ เอ็นเตอร์ไพร์ซ Full time

    Monitors and maintains the company computer/network systems. - Setup operation system, software maintenance and upgrade (Office 365, Security Program, several external programs) - Support/Installation/Maintenance and manage IT infrastructure, file server, PC’s and Laptops, copy machine, printer, access control, server room, IT peripherals, telephone and...

  • IT Support

    2 months ago

    เชียงใหม่, Thailand บจก.เดสทีนี่ เอ็นเตอร์ไพร์ซ Full time

    Monitors and maintains the company computer/network systems. - Setup operation system, software maintenance and upgrade (Office 365, Security Program, several external programs) - Support/Installation/Maintenance and manage IT infrastructure, file server, PC’s and Laptops, copy machine, printer, access control, server room, IT peripherals, telephone and...

  • IT Support

    3 months ago

    เชียงใหม่, Thailand บจก.เดสทีนี่ เอ็นเตอร์ไพร์ซ Full time

    Monitors and maintains the company computer/network systems. - Setup operation system, software maintenance and upgrade (Office 365, Security Program, several external programs) - Support/Installation/Maintenance and manage IT infrastructure, file server, PC’s and Laptops, copy machine, printer, access control, server room, IT peripherals, telephone and...

  • Sales Operation Manager ประจำสาขา

    3 months ago

    เชียงใหม่, Thailand บริษัท ซิลค์สแปน อินชัวรันซ์ โบรกเกอร์เรจ จำกัด Full time

    **Job brief**: Be a part of management team working to scale up Thailand's leading fintech platform through proprietary tech innovation and business strategies. **Responsibilities**: - Be a part of team (Executive Committee) in initiating, executing, monitoring and adjusting relevant plans to improve traffic, sales, operations and profitability. -...

  • B2b Sales Manager

    3 months ago

    เชียงใหม่, Thailand Selina Full time

    **Who we are** Our Mission is to inspire authentic and meaningful connections. Selina was born out of a desire to celebrate the nomadic lifestyle: to experience our planet’s most beautiful places, to build community, to engage with locals and fellow traveler's, to work and enjoy new adventures. **What the role is** In the B2B role, your main focus is...

  • Regional IT Support

    3 months ago

    เชียงใหม่, Thailand มูลนิธิเกื้อฝันเด็ก Full time

    Your duties and responsibilities include but are not limited to: - Provide assistance to end-users or employees with their computer hardware, software, and network-related issues including troubleshooting, user assistance, installation and configuration, maintenance, documentation, and remote support. - Overseeing and maintaining Child’s Dreams network...

  • The.NET Programmer

    4 months ago

    เชียงใหม่, Thailand Vytal Support (Thailand) Co.,Ltd. Full time

    **Responsibilities**: 1.Work closely with the management, as well as our clients,to ensure that all requirements are met-both functional and non-functional 2.Develop documentation to communicate coding standards,best practices and other technical information 3.Ensure that code is written in a manner consistent with coding standards 4.Test code against...

  • Qshe Manager

    3 months ago

    เชียงใหม่, Thailand Criterion Asia Recruitment (Thailand) Co., Ltd. Full time

    **Responsibilities**: - Executes QHSE standards, policies, and operating objectives are consistent with those of the QHSE organization to ensure efficient and effective implementation of projects tied to strategic priorities. - Developing and implementing Quality Assurance and Quality Control processes. - Key to success will be using strong leadership,...

  • Assistant Resident Manager

    4 months ago

    เชียงใหม่, Thailand บริษัท เอเลเฟนท์ ฮิลส์ Full time

    Assist RM to manage overall running in Camp. - Assist RM manage accommodation both in Camp and other. - Training all employees be proper with their jobs. - Control all operations and report to RM. - Supervise all business with dept concern. - Monitor all area and equipment are ready to use. - Support all dept. for solving problem either or support Customers...