Compliance Coordinator
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.