Job 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.

Get to know the Team:

The Social Operation Response team is an established team responsible for Reactive communication on Grab social platforms along with crisis management and proactive moment marketing. We make an impact by maintaining brand love and online reputation. Our team is made up of quick-witted, spontaneous, and enthusiastic people. If you are looking for a challenge and new learning everyday, then you should join our team!

Get to know the Role:

We are looking for a Social Care Specialist for Grab Social Operation Response. If you believe you have what it takes then we'd love to hear from you either way. This role is required because of team expansion serving our marketing purposes. In return, you will get an opportunity to expand your knowledge with a fast paced and firm company.

The Day-to-Day Activities:

• Monitor various company communication channels especially social media and respond appropriately in a timely manner.
• Gather feedback from all parties (Passenger, Driver, Merchant, etc.), observe front-line issues such as booking cancellation reasons, etc. and report promptly to supervisor
• Perform ad-hoc tasks as required by the team to improve overall business such as market research, service quality audit, etc.
• Perform on Marketing roles e.g. Moment Marketing and new opportunity to create awareness and brand love.
• Deliver exceptional Social Experience to our passengers, peers & drivers.
• Provide social media support on all Grab's owned social media channels within set SLAs and KPIs.
• Perform outbound call or investigation for certain cases (if necessary)
• Complete documentation for each social media interaction.
• Stay up to date with Grab promos, incentives, policies and procedures.
• 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 various departments for resolution; escalating using escalation procedures if needed and following up to ensure resolution
• Strive to meet individual and team key performance metrics.
• Able to operate independently and prioritize your work based on what you know is most important.
• Compose thoughtful and accurate messages or customize prepared responses to customer inquiry on social media.
• Own special escalation cases, research and troubleshoot problems Deliver on all deadlines and flawlessly execute in a fast-paced environment
• Able to commit to a permanent night shift role (1100pm-800am at least 5 days/wk), flexible in changing shift schedules and work during weekends and holidays.

The Must-Haves:

• Minimum 1 year of experience working on social media community management (Facebook, Twitter and Instagram).
• Passion for all things social - staying on top of the latest trends, platform updates, as well as local nuances of consumer behavior.
• Defines opportunities to add value and proceed with little oversight.
• Strong cultural curiosity and understanding of current trends and tech.
• Creative copywriter.
• Up-to-date social trends and virality are a plus.
• A fluent English speaker with excellent written skills.
• Be customer/consumer-oriented.

The Nice-to-Haves:

• Eager to learn new things and ready to contribute to folks.
• You are an experienced for crisis management is a plus

Our Commitment

We are committed to building diverse teams and creating an inclusive workplace that enables all Grabbers to perform at their best, regardless of nationality, ethnicity, religion, age, gender identity or sexual orientation and other attributes that make each Grabber unique.

About Grab

Grab is the leading superapp platform in Southeast Asia, providing everyday services that matter to consumers. Today, the Grab app has been downloaded onto millions of mobile devices, giving users access to over 9 million drivers, merchants, and agents. Grab offers a wide range of on-demand services in the region, including mobility, food, package and grocery delivery services, mobile payments, and financial services across 428 cities in eight countries.

Join us today to drive Southeast Asia forward, together.