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Intern - Service Excellence Optimization

The Programme

Grab is Southeast Asia's Leading Online to Offline (O2O) mobile platform. Grab is the region's everyday super app that provides services that matter the most to consumers. Through its open platform strategy, Grab works with partners to provide safe, accessible and affordable transport, food, package, grocery delivery, mobile payment and financial services to millions of Southeast Asians. Grab aims to create 100 million micro-entrepreneurs through its ecosystems.

We are currently looking to hire an intern for our team due to business expansion. Grab is currently expanding and at its optimal business cycle and this would be the best and exciting time to join us! 

The Team:

Grab Support had been the forefront in delivering the support service excellence to our consumers, partners and merchants in the Grab Eco system.

Service Excellence Optimization in the GS Regional team support in driving the business process improvement, new product introduction rollout. Supporting the countries in the South East Asia to drive service excellence, process standardization across the different contact centers.

Leverage  6 Sigma and Lean Methodology in program management of the regional initiatives for sustainability of the solution implementation 

What You Will Do

Project FortuneGod:

  • Establish set up of E-Wallet Mex Support structure framework.
  • Driving SOP standardization across the regions to increase quality resolution.
  • Conduct workshop session across the region for process mapping.
  • Data Analysis for project VOC.
  • Stakeholder Management working with GS countries and business verticals for SLA determination.
  • Knowledge Base Management - Building the SOP into the KB with the content PIC. 

Project DSAT ++:

  • Lead with the CE countries to drive rigor in QA action planning.
  • Establish data analysis and performing root cause analysis.
  • Leverage Lean Methodology in project solutioning to drive down DSAT+ for the CE Countries.
  • Governance of the solution implementation for performance sustainability. 

NPI:

  • Establish the CE support model for new product initiative rollout.
  • Determine with the Workforce Management team for resource requirement.
  • Liaise with the Product Manager on the SOP for the ‘Unhappy Path’ support process. 
  • Establish the ‘ideal’ support process from the consumers, partners or merchants’ lens.
  • Conduct training session with the CE countries stakeholders.
  • Monitor the post implementation volume and execute the Control plan. 

Learning Objectives:

  • Manage and establish the SOPs standardization and documentation across the regions.
  • Application of the 6 Sigma and Lean Methodology in the business process improvement initiatives.
  • Project Management skill in NPI and Projects.
  • Usage of Process Mapping Tools.
  • Stakeholder Management in working with the various stakeholders.
  • Training and Knowledge base Management in the Zendesk tool.
  • Learning Management System for agents training in contact centers.
  • Data Analytical Skill in the DMAIC process.
  • Presentation Skills in NPI and Projects. 

Required Skills and Abilities

  • Only for candidates who are available from July-Dec 2021.
  • Undergraduate in Computer Science, Business, Engineering or other relevant courses.
  • Proficient in Microsoft Office (Word, Excel, PowerPoint), Tableau. 
Closing in 13 days
Closing in 13 days
  • Job type:Internships
  • Disciplines:

    Business and Commerce, Computer Science, Engineering

  • Citizenships:

  • Locations:

    Singapore (Singapore)

  • Closing Date:10th Dec 2021, 6:00 pm

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