Service Optimization Analyst

Date Posted: Posted12 hari yang lalu
Salary:
Grab
Jakarta
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Job Description

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 From detangling complicated use cases to delighting our consumers, the GrabSupport (GS) team provides customer support and solutions to in-country business units for various verticals. We aim to delight our users and turn a negative experience into a positive one. Get to know the role As an Service Optimization Analyst, you are responsible for driving improvements of Grab services related with OVO, GFG and GrabKios by being involved in projects, conducting root-cause analysis and eliminating pain-points of consumers and partners. If you would like to advocate and be a part of this, apply with us today. The Day-to-Day Activities
  • You will participate in technical and product review meetings
  • You are responsible for conducting business analysis with the stakeholders, aligning the Standard Operating Procedures (SOP)
  • You are responsible for reviewing issues, assessing trends and statistics from multiple sources such as complaints, satisfaction survey and NPS, identify the root-cause and determine key areas of improvements
  • You are responsible for reviewing existing process flow and tools in operation to identify the area of improvement
  • You are responsible for implementation of a complaint support model for every new product to ensure seamless and high performance of complaint handling.
  • You are responsible for coordinating with related parties external & internal and taking decision to provide issues resolution as part of customer satisfaction retention
  • You are responsible for managing budget of customer compensation as part of sustainable growth.
The Must-Haves
  • You have Heart, Hunger, Honour and Humility Grab Confidential and Proprietary
  • You have a bachelor degree with a strong academic background
  • You have at least 3-4 years of working experience in operation management, service management or business improvement
  • You have strong analytical and problem solving skills
  • You have the ability to manage multiple projects, drive projects with aggressive timelines
  • You are a self-starter, technically competent, quick learner, problem solver, data driven, passionate professional with strong interpersonal, cross-team collaboration and communication skills
  • You are proficient in Microsoft Office(Powerpoint, Excel) and/or Google Suites (Googlesheet, Google Slides etc)
  • Your prior experience in banking or financial services would be an advantage
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. 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.

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Job Detail

  • Job Id
    719fe3de90300f19
  • Location
    Jakarta
  • Company
    Grab
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

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