Customer Experience Director Philippines
4 days ago
About Grab and Our Mission
At GrabTaxi Holdings Pte. Ltd., we are revolutionizing the way people move around Southeast Asia. From food delivery to transportation, our platform offers a wide range of services that make life easier for millions of users every day.
We are seeking an exceptional leader to join our team as the Head of Grab Support - Philippines. As the person in this role, you will be responsible for leading a high-performing team of customer support agents, managers, and partners to deliver world-class customer experiences across all touchpoints.
The Critical Tasks You Will Perform
- You will analyze local customer feedback and identify opportunities for improvement, leading changes when necessary.
- You will develop consumer and partner-centric strategies to enhance user experience at every touchpoint.
- You will gather intelligence on customer needs and design systems to support business goals.
- You will collaborate with country, regional, and operations teams to incorporate strategies and gain insights into improvement opportunities.
- You will evaluate personnel to ensure efficient operations and achievement of business metrics.
- You will ensure achievement of service level agreements, quality, and OKRs through management of teams, partners, and resources.
What Essential Skills You Will Need
- You will have 8+ years of experience in a customer-centric environment, such as customer support, customer success, telesales, or related fields in the services industry.
- You will have 8+ years of experience in process development to ensure client satisfaction while supporting corporate targets.
- You will have experience managing large teams, motivating, coaching, and inspiring team members to achieve excellent service experiences.
- You will have experience and skill in areas such as process development and audit, quality management and training, and workforce management and reporting.
- You will be analytical and process-oriented, able to problem-solve, and perform well in complex situations.
- You will have experience with budget ownership and management.
- You will be fluent in English and the local language, both oral and written.
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