Associate Engagement Support

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

The Driver Social Media Community team is an established team responsible for helping our driver’s partner and solving their problems. We also manage all sentiments on social media especially Facebook. We make an impact by finding top issues on the ground, and report to the related stakeholders in order to make a decision related to the product / program / feature in the future. Our team is made up of problem solvers and go-getters. If you are looking for an opportunity to learn and grow at scale, then you should join our team!

Get to know the Role

An exciting opportunity in our Engagement Support function awaits. You will support problem solving to maintain trust and satisfaction with our Grab’s partner. We believe a successful candidate has good analytical and strong strategic thinking, but if you believe you have what it takes then we’d love to hear from you either way. This role is required because we’re looking for someone who can operate independently, get things done promptly, and achieve successful results. In return, you will get an opportunity to be part of the team to drive growth for Grab.

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The Day-to-Day Activities

Develop and operate social media organization end to end, including policy, processes (including tools and relevant technologies) to deliver and ensure driver experience as agreed.

Find effectives strategies to improve operational performance and driver satisfaction.

Monitor drivers’ complaints, sentiment, trending issues on social media. -Collaboration with stakeholders to report and resolve any problem which happened on social media.

Manage the team to ensure timely escalation & follow-up to back-end within specified SLA based on case type and priority level are properly in place.

Build strong relationships with all levels of the organization across the business and engineering organizations.

Work with cross-functional teams to ensure smooth coordination to deliver drivers experience as agreed.

Qualifications

The Must-Haves

Minimum 2 years experience in the same field.

Bachelor’s degree with strong academic performance; M.B.A. or other relevant advanced degree is a plus.

Experience with Social media tools and techniques i.e. Data Studio, Zendesk, Phoenix, Gamma, etc.

Ability to create and maintain good relationships with all types of social media customers.

Excellent communication skills with the ability to distill complex issues and detailed analysis into simple, structured frameworks with concrete action plans.

Analytic and decisive decision maker with the ability to prioritize and communicate key objectives and tactics necessary to achieve organizational goals.

Ability to deal with uncertainty and fast-changing social media worlds.

Fluent in English and Bahasa Indonesia.

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.
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