Support - Operations Team Lead (Move It & Relation Experience)

2 days ago


Pasig, National Capital Region, Philippines Grab Full time ₱900,000 - ₱1,200,000 per year

Get to Know the Team

The Grab Support PH team works with senior leaders across the organization to lead impactful projects that enhance our customer experience. We value collaboration and a customer-centric approach in delivering world-class experience to our consumers and partners.

Get to Know the Role

As a Team Leader, you will help manage and motivate a team of customer support representatives, ensuring exceptional service delivery for Grab's users and partners.

This role reports to the Grab Support – Operations Manager and requires onsite work at our Exquadra Tower office five days a week.

The Critical Tasks You Will Perform

  • Lead and mentor customer support representatives to foster a positive work environment.
  • Oversee daily team operations, including scheduling, performance monitoring, and quality assurance.
  • Develop strategies to enhance customer satisfaction and team efficiency.
  • Analyze feedback and metrics to identify improvements and implement action plans.
  • Collaborate with multiple teams to resolve complex issues and improve service delivery.
  • Conduct team meetings and training on policies, procedures, and best practices.
  • Handle escalated customer issues and make decisions on complex cases.
  • Ensure compliance with Grab's policies, procedures, and service standards.

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