Customer Experience Professional/Specialist (Finance Escalation)

2 Applied
Job Description

Get to know our Team:

  • Grab Support team drives our core values We support our users on the journeys of their lives with a world class experience and provide support to in-country business units and a wide range of verticals

  • Promoting ease to our consumers and partners in customer support transactions, focusing on quality and customer satisfactions via feasible resolution to the users and the community.

Get to know the Role:

  • Provide Consumer support to Grab Financial Service Consumers, guide our consumers and partners in using our products and services, empower our Consumers by making sure they know our product features and available financial products/services.

  • Manage service enquiries and disputes arising from our consumers and partners, identify customer needs and key drivers to reach customer satisfaction goals

  • Provide excellent user service to our user base address users issues and resolve them in a timely and efficient manner.

  • Be vigilant to spot Consumer /partner risks, security, or fraud issues throughout the contact with the concerned user

  • Build sustainable relationships and trust with users and partners through open and interactive communication

The day-to-day activities:

  • Provide quality customer support (24/7) through voice/ chat/ email channels including but not limited to e-wallet fund transfer, financial services, transaction, dispute, etc.

  • Resolve product or service problems by clarifying the user's complaint empathizing with the user, determining the cause of the problem selecting and explaining the best solution to solve the problem coordinate with department for resolution escalating using escalation procedures if needed and following up to ensure resolution

  • Gather feedback from Consumers, identify opportunities to improve our internal processes, and share with leaders

  • Acquire and update knowledge on procedures related to relevant processes and ensure that work is completed in accordance with established procedures and standards

  • Meet and exceed operations metrics, quality goals, compliance regulations, and productivity targets

  • Ability to re-prioritize and adapt to an exciting, ever-changing environment . Work well independently, complete assigned tasks in the established time frame, complete regular assignments without reminders or additional requests . Process tasks as requested by Team Leader/Manager.


  • At least 1 years Customer service experience/Contact Center

  • Experience in Banking, Fintech, E-commerce industry/ Graduate with a bachelor's degree in Banking will be an added advantage

  • Able to work by shift

  • Be flexible in changing shift schedules and work during weekends and holidays . Advanced in English both oral and written

  • Deep knowledge about SOPs and system expert

  • Careful, reliable, sense of responsibility

  • Good / Excellent communication skills

  • Outstanding organizational skills with multitasking skills

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

  • Demonstrated proficiency with Microsoft Office, specifically Excel.

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