Assistant Manager, Customer Services Operations

Assistant Manager, Customer Services Operations

Grabtaxi holdings pte ltd
1-4 years
Not Specified

Job Description

Get to know the Role:

  • Guide our drivers, merchants and users in using our products

  • Manage service enquiries and disputes arising from our drivers, merchants and users

  • Provide excellent customer service to our consumers & partners

  • Maintain good relationships and community building efforts with partners and users

The day-to-day activities:

  • Managing day to day operations including process escalations, quality checking, and staffing needs

  • Available to work 24/7

  • Being responsible of communicating new information, new rules, and any updates to all CE Team members

  • Monitoring team member performance including skills, job knowledge and attendance. Conduct performance evaluations for each employee

  • Being available to assist team members with any consumer issues

  • Providing regular and transparent feedback and reporting on CE Specialist performance to the CE Management

  • Continuously improving the performance of the team

  • Supporting the CE Management in achieving business goals

  • Co-ordinate with TQA team to develop training plans for new agents and maintaining continuous training for existing agents

The must haves:

  • CE senior agents/individual contributors (FTE) with more than 1yearin the current position are eligible to apply for this position

  • Managerial experience in a call center environment in the service industry (preferable food delivery, banking, financial services...)

  • Excellent communication and interpersonal skills

  • Ability to coach, train and develop team members.

  • Experience in dealing with disciplinary issues and performance management

  • Good communication and leadership skills

  • Ability to work independently and proactively take on new responsibilities where most needed

  • Fluent in English both oral and written. Be able to handle complaints by English speaking users/partners.

  • Bachelor degree or equivalent

  • Good at using Excel

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