Nindya Puji Lestari

- Review reported content and respond to user inquiries with high quality, speed and accuracy
- Assist our community and help resolve inquiries accurately and on time
- Investigate and resolve issues that are reported such as requests for account support and reports of potentially abusive content
- Recognize trends and patterns, escalating any issues outside company policy to the global team

- Identify Users’ problem as well as helping them with complaints and queries regarding products and services
- Checking the debug information/system based on their concerns on app in order to give them a valid solution and/or troubleshooting
- Escalating Users’ concerns to higher level when needed after getting the complete data for further checking in the system

 Identify Customer’s problem and dissatisfaction
 Evaluate the quality of the performance of Grab’s Customer Service Agents by monitoring inbound and outbound calls, emails, and chat responses.
 Make recommendations for enhancements to training materials as needed to enhance the overall Grab Customer’s experience

 Report Customer Experience Matrix to Team Leaders
 Analyze Objective Key Results
 Dispatch tickets (Customer's issue and query) to Customer Service Agents and monitor its volumes
 Identify Customer's dissatisfaction and give recovery service

 Help Customers with complaints and queries regarding products and services
 Assess disputes
 Process refund and claw back

Completed a Bachelor of Arts in English Literature, focusing on literary analysis, critical thinking, and effective communication skills.

Earned an Associate of Arts in English Literature, emphasizing foundational knowledge in literature and language studies.