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Compliance Coordinator

Salary undisclosed

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Job Summary:

This is a pivotal role within Grab, responsible for managing complaints from drivers and passengers across various channels, performing root cause analysis, and taking corrective actions against violations of company guidelines.

Key Responsibilities:

Guideline Enforcement:

Identify and take appropriate action against drivers and passengers who violated guidelines.

Root Cause Analysis:

Conduct thorough analyses of complaint cases to determine underlying issues. Develop strategies and recommendations to prevent recurrence and improve service quality.

Complaint Handling:

Manage and resolve complaints received through multiple channels. Ensure timely and effective resolution of issues.

Communication:

Maintain clear, empathetic, and professional communication with complainants throughout the resolution process. Provide updates and ensure they are informed of the outcome.

Reporting:

Prepare regular reports on complaint trends, resolutions, actions taken, and root cause analysis findings to inform management and support strategic decision-making.

Working Conditions:

Full-time, office-based position with required availability on weekends and public holidays.

No shift work; standard working hours apply.

Job Summary:

This is a pivotal role within Grab, responsible for managing complaints from drivers and passengers across various channels, performing root cause analysis, and taking corrective actions against violations of company guidelines.

Key Responsibilities:

Guideline Enforcement:

Identify and take appropriate action against drivers and passengers who violated guidelines.

Root Cause Analysis:

Conduct thorough analyses of complaint cases to determine underlying issues. Develop strategies and recommendations to prevent recurrence and improve service quality.

Complaint Handling:

Manage and resolve complaints received through multiple channels. Ensure timely and effective resolution of issues.

Communication:

Maintain clear, empathetic, and professional communication with complainants throughout the resolution process. Provide updates and ensure they are informed of the outcome.

Reporting:

Prepare regular reports on complaint trends, resolutions, actions taken, and root cause analysis findings to inform management and support strategic decision-making.

Working Conditions:

Full-time, office-based position with required availability on weekends and public holidays.

No shift work; standard working hours apply.