Not All Heroes Wear Capes

RACHEL TAY

While many of us are practicing social distancing at home, trying out new recipes and scrolling through Netflix for something new to watch, others are keeping essential services like transport up and running smoothly during the pandemic.

Rachel Tay, who heads up the Platform Experience team at Grab, is part of this army.

“My job is to support our driver-partners at Grab with their operational needs. Those who need help with services like lost and found, returning or collecting of their Caltex cards, and other essential tasks can come down to our operations centre via appointment so that we can help them,” shares Rachel.

“It’s been a busy time for us at Grab, and there have been challenges. A lot of troubleshooting has to do with getting our driver-partners used to some new arrangements that have been put into place because of the circuit breaker. A lot of them aren’t that tech-savvy and we’ve moved a lot of services online, so we still get driver-partners who will come down to the operations centre for help.”

While it’s been an unprecedented time for Rachel, she adds that she wouldn’t get