Customer Experience Manager

Delivery Hero; Taguig; On-site; PHP 335,000 - 670,000; Full time

Job summary

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.

Responsibilities

• 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

Skills

Communication

Written & Verbal

KPI & NPS

Analytical

Teamwork

Problem-solving

Tools

Microsoft Office

GSuite

Presentation

Job description

foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience, fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Job Description

• 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

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.

Intermediate knowledge in using Microsoft Office and/or GSuite Applications

Intermediate skills in Presentation or reporting

Strong understanding of teamwork, root cause analysis