Driver GDC & Acquisition Specialist

Get to know the role

• We are looking for dedicated support staff to facilitate the seamless operation of our Grab Driver Center in Johor Bahru.
• In this capacity, you will address inquiries and concerns from drivers while ensuring a safe and conducive environment.
• You will actively promote Grab's vision and values within the community. Furthermore, you will play an important role in the recruitment of new drivers and ensure they receive comprehensive training on Grab's services.
• Collaboration with the Marketplace & Retention team will be crucial as you engage with drivers and contribute to the effective management of the city's supply.
• You will report into the GDC & Acquisition Lead and hybrid working in Malaysia.

The Critical Tasks You will Perform

Functional

• You will acquire and onboard new drivers, ensuring they receive comprehensive training on Grab's services while managing recruitment channels (both online and offline) to achieve weekly driver activation targets.
• You will analyze performance trends of recruitment channels, identifying issues and recommending improvements, while overseeing the Alpha Programme and conducting regular meetings with drivers to address concerns and gather feedback for enhancements.
• You will facilitate training sessions for drivers and maintain a clean and safe environment at the Grab Driver Center, addressing inquiries and managing ticketing.
• You will assist with administrative tasks, providing a welcoming and professional experience for all internal and external customers.
• You will manage recruitment email communications to ensure responses to driver concerns, handle escalated issues, and provide regular feedback to the team to foster a culture of continuous improvement.
• You will manage a team to deliver outstanding performance that meets company expectations.
• You will enhance Grab Driver Center processes and perform any additional responsibilities assigned by the Manager.

Customer

• You will manage escalated driver issues and composure, ensuring resolution while assisting passengers during face-to-face interactions.
• You will collaborate with Southern Regional teams and coordinate with functional departments (Payments Dispute, DLR, UT, etc.) to maintain operational efficiency and support seamless operations.