Description
Grab is hiring a Customer Experience Professional to act as a strategic consultant for high-risk customer service operations. The role combines executive escalation and incident response with agentic AI, workflow optimization, service recovery, knowledge management, and cross-functional collaboration across Safety, Quality, Product, Engineering, Legal, and business teams. The professional will own complex cases, drive root-cause analysis and process improvements, improve frontline handling quality, and meet resolution, DSAT, and escalation-volume targets.
