Account Coordinator

Account Coordinator
Job Description Quality Assurance Specialist (DAX)

The day-today activities:
- The incumbent is responsible for the smooth operational processes that our driver-partners and delivery-partners will experience when they interact with the Grab platform across the contact centre touch points via digital or conversational.
- To investigate and compile findings from feedback received by our consumers on drivers performance & behaviour.
- Confident in having conversations with our driver-partners and delivery-partners.
- Responding accurately to inquiries on the Zendesk platform.
- Be able to execute accurate basic admin tasks and have a healthy utilization knowledge of Microsoft Excel & Google Drive Documents.
- Support any other ad hoc task assigned by superiors.
- Shift work schedule 9am to 6pm / 1pm to 10pm, Including weekends.

Responsibilities
-You will help the organization to identify and investigate in an unbiased manner and execute fair action on validated feedback on our driver-partners and delivery-partners to create a safer platform for everybody.

The Must Haves:
- Good in written and spoken English & Bahasa Melayu.
- Must be able to be versatile in daily tasks
- Self-starter and ability to work well in a fast-paced and forever changing environment.
- Able to make key decisions or provide solid recommendations based on data & investigative findings.
- Minimum 2-3 years in operations/customer service
- Basic understanding and use of Microsoft Excel
- Knowledge of other systems like Zendesk & tools to help implementation and tracking of performance will be beneficial.
- Good interpersonal skills, self-motivated & able to work with a team.