Customer Experience Specialist


  • Makati, Philippines
    ​12th Floor Wilcon IT Hub Building 2251, Chino Roces Avenue, Makati, Metro Manila, Philippines
    Metro Manila
  • Full time
Posted 21 days ago and deadline of application is on 31 Mar
Recruiter was hiring a day ago

Customer Experience Specialist


Job Description

  • Deliver exceptional Customer Experience to our passengers, peers and drivers.
  • Answer phone calls and provide email support for our customers.
  • Complete documentation for each customer interaction (call and email).
  • Stay up to date with Grab’s promos, incentives, policies and procedures.
  • Resolve product or service problems by clarifying the customer's complaint; empathizing with the customer, determining the cause of the problem; selecting and explaining the best solution to solve the problem; coordinate with department for resolution; escalating using escalation procedures if needed and following up to ensure resolution.
  • Strive to meet individual and team key performance metrics.
  • Be flexible in changing shift schedules and work during weekends and holidays.

Minimum Qualifications

  • At least two years in college
  • A minimum of six (6) months to two (2) years of call center experience
  • Experience with call and email handling (e.g. typing skills), preferably has used XCally and/or Zendesk
  • Specialized Skills which includes: Customer Service, Communication skills, Active Listening skills
  • Adept in using: MS Office suite or Google Docs e.g. Excel
  • Documentation skills, Problem-Solving skils
  • Experience resolving conflict, analyzing complex information and situations
  • Good inter-personal skills and attention to details

Jobs Summary

Job level
Associate / Supervisor
Job category
Customer Service
Educational requirement
Completed vocational course
Office Address
​12th Floor Wilcon IT Hub Building 2251, Chino Roces Avenue
25 openings

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About Grab

Grab is Southeast Asia's leading ride-hailing platform. We solve critical transportation challenges and make transport freedom a reality for 620 million people in Southeast Asia. Grab began as a taxi-hailing app in 2012, but has extended its product platform to include private car services (GrabCar), motorcycle taxis (GrabBike), social carpooling (GrabHitch) and last mile delivery (GrabExpress). Grab is focused on pioneering new commuting alternatives and for drivers and passengers with an emphasis on speed, safety and reliability. The Company currently offers services in Singapore, Indonesia, Philippines, Malaysia, Thailand and Vietnam.
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