+ Get to know our team:

The Grab Support team is instrumental in driving our 5 Mission Pillars to provide exceptional service to our consumers and partners, as well as to offer support to in-country business units and a diverse array of verticals.

• Transform Problems into Resolutions
• Bring the human touch back to users
• Find and fill gaps
• Help Everyday Entrepreneurs
• Masters of "and"

+ Main Scope:

• Support Safety incidents
• Process payment for refund and claw back
• Premium Support
• Executive Escalation

+ Working Conditions:

• Working Days: Shift Rotation (Monday – Sunday)
• Working Shifts: 7:30 AM – 4::30 PM, 4:00 PM – 1:00AM
• Day Off: 2 Days Rotation
• Contract Type: UDC

• Provide empathetic, high-quality support through Digital, Voice, and Live Chat channels for Safety incidents and critical user-impacting issues, in full compliance with Safety Standard Operating Procedures (SOPs) and Safety tagging standards.
• Maintain strict adherence to Safety case handling flows,
• Perform callbacks promptly, accurately document the outcomes, and drive resolution or justify SLA extension reasons
• Validate and process payment transition requests; escalate anomalies (e.g., claw backs, fraud flags) to QC/Safety as per established guidance; ensure meticulous case note documentation.
• On weekends, execute Account Banned/Suspended operations in accordance with Risk/Quality policy and SOPs, ensuring correct checks, documentation, and communications are completed.
• Maintain comprehensive, auditable case notes, evidence attachments, and stakeholder updates (via Slack channels where required) to ensure traceability and operational continuity.
• Collaborate with Grab Support Team Leaders (TL), Quality Assurance (QA), Trainers, and BPO ; actively support handoffs, calibration sessions, and continuous quality improvements aligned with Safety SLA

A minimum of one (1) year of relevant professional experience is required.

● Burmese speaking

● Proficiency in English is essential.

● Strong computer literacy is required.

● Excellent communication skills are mandatory.

● Minimum Qualifications: Studying or graduated in a bachelor's degree