Grab Customer Experience Professional

📋 Description

• Act as the authoritative knowledge anchor for key frontline operations; generate insights from
• Serve as the executional bridge between Grab Support, Safety, Quality, Product, Engineering, Legal
• Partner and provide input to Business Process Analysts to refine workflows that strengthen
• Run support as a specialized service for premium, sensitive, and high-risk cases; operate and
• Take end-to-end ownership of critical incidents and escalations, especially when customer safety
• Consistently meet or exceed resolution time, DSAT, and escalation volume targets as defined by GS

🎯 Requirements

• Proven experience in Executive Escalations, Incident Response, Service Delivery, Safety Operations
• Strategic & Agentic Mindset: Strong critical thinking, sound judgment, and structured
• AI & Tech Literacy: Familiarity with modern AI ecosystems and workflow tools, including LLMs
• Escalation & Incident Management Capability: Demonstrated ability to immerse in sensitive case
• Enablement Capabilities: Strong aptitude in knowledge management, quality calibration, or process
• Executive Presence & Communication: Excellent written and verbal communication skills, with the

🎁 Benefits

• Term Life Insurance and comprehensive Medical Insurance
• GrabFlex: create a benefits package that suits your needs and aspirations
• Parental and Birthday leave
• Love-all-Serve-all (LASA) volunteering leave
• Confidential Grabber Assistance Programme
• FlexWork arrangements such as differentiated hours