Customer Experience Lead: Ops, Escalations & KPIs

Delivery Hero; Taguig; Sur place; PHP 335 000 - 670 000; Plein temps

Résumé du poste

foodpanda, part of the Delivery Hero Group, is seeking a Sr. Customer Service Associate for its Manila operations.

You will manage day-to-day customer service activities, ensure team availability, and collaborate with the Supervisor to drive KPI targets and customer impact metrics. The role requires 3+ years as a Senior Customer Service Associate, strong communication, KPI/NPS understanding, and solid analytical/problem-solving skills; proficiency in Microsoft Office or GSuite and

Qualifications

• Experienced as a Sr. Customer Service Associate of at least 3 years.
• Strong Written and Verbal communication skills.
• Strong understanding of Service Level - KPI, Customer Satisfaction and Net Promoter Score.
• Strong analytical and problem-solving skills.

Responsabilités

• Responsible for managing day to day operations, ensuring foodpanda’s customer service team availability.
• Collaborate and partner with the Supervisor managing the overall performance of the assigned subgroup within foodpanda’s customer service team in delivering key performance indicators in the following areas: Quantity of Work, Quality of Work, and Customer Impacting metrics
• Being able to identify gaps or opportunities and be able to present solutions or actions via projects or process improvements
• Collaborate with Inter-department resources to fulfill or address issues and challenges within the customer service environment
• Responsible for managing Internal escalations or any external - government escalations
• Responsible for and handling escalations from customers on different channels
• Able to identify root causes and create detailed incident reports and solutions to improve processes and gaps

Connaissances

Communication

Written & Verbal

KPI & NPS

Analytical

Teamwork

Problem-solving

Outils

Microsoft Office

GSuite

Presentation

Description du poste

foodpanda, part of the Delivery Hero Group, is seeking a Sr. Customer Service Associate for its Manila operations.

You will manage day-to-day customer service activities, ensure team availability, and collaborate with the Supervisor to drive KPI targets and customer impact metrics. The role requires 3+ years as a Senior Customer Service Associate, strong communication, KPI/NPS understanding, and solid analytical/problem-solving skills; proficiency in Microsoft Office or GSuite and