Merchant & Marketplace Support Executive


Kuala Lumpur, Kuala Lumpur, Malaysia


Platforms & eCommerce / Sales

Jun 21

Job Description:

Get to know our Team:

As part of the Merchant Operations team, customer centricity and operational efficiency is our utmost priority. We strive to provide our partners the best delivery experience through curating seamless procedures, a quick turnaround time, and the execution of high-quality work.

Get to know the Role:

  • Attend to all merchant enquiries
  • Work with various different teams to refine and produce the best solution for merchant problems
  • Go above and beyond to ensure merchants feel valued as a partner
  • Serve merchants by providing product and service information; resolving product and service problems.
  • Proactively liaise with delivery partners and merchants to ensure orders run smoothly.
  • Optimize rider utilization target across Malaysia.
  • Specialize in investigation of uncompleted orders.
  • Manage and grow the way we communicate with our merchant partners
  • Work alongside account managers, marketing and creative to develop creative content strategies to support merchant best content practices.

The day-to-day activities:

  • Attend merchant queries via in-app by answering product and service questions; suggesting information about the product and service.
  • Resolves product or service problems by clarifying the merchant's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem
  • Expediting correction or adjustment; following up to ensure resolution.
  • You will act as the liaison between the merchant and Grab - acting as a support system attending to their needs and queries.
  • You will help merchants become fully comfortable with our processes and systems so that they can make the most out of their new partnership with Grab.
  • Oversee real-time food delivery process across Malaysia while serving as a coordinator between delivery partners, customers and restaurants.
  • Providing feedback to relevant departments to help improve our customer experience
  • Any ad-hoc duties assigned as required by the management.
  • Strategise, plan and manage how we want to engage all our merchant partners and shape the way we communicate with them on a daily basis
  • Maintain all merchant communications channels (including our blogs, help-centres and email channels - merchant's key sources of information)
  • Ensure all communications to merchant partners are clear, consistent, informative and reflect our company mission and policies
  • Collaborate with internal teams to create landing pages and optimize user experience

The Must Haves

  • Able to work well under time-sensitive conditions with tight deadlines.
  • Strong verbal communication, writing, and interpersonal skills.
  • Structured understanding of operational processes.
  • Fluent in written and spoken English and Bahasa Malaysia (Mandarin is a plus)
  • 1-2 years' experience in Account Management, Operations, Customer Service, Communications, PR, Marketing, Hospitality, or any other related fields.
  • Experience in a customer centric environment in the service industry would be a plus
  • A highly organised and detail oriented mindset
  • Sharp, persuasive copywriting skills
  • Independent, proactive and critical thinking skills.
  • Ability to multitask and work in a team environment
  • Fresh graduates with relevant internship experiences are welcome to apply

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