Customer Experience Manager

Delivery Hero; Taguig; On-site; PHP 360,000 - 540,000; Full time

Job summary

foodpanda, part of the Delivery Hero Group, is seeking a Senior Customer Service Associate in the Manila metro area. You will manage daily operations of the customer service team, ensuring availability and performance against KPIs.

You will collaborate with cross-functional teams to address issues, escalate where needed, and implement process improvements to enhance customer satisfaction. The role requires at least 3 years of experience, strong communication, and solid analytical and reporting

Qualifications

• 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.

Responsibilities

• Responsible for managing day to day operations, ensuring foodpanda’s customer service team availability.
• Collaborate and partner with the Supervisor managing performance of the assigned subgroup in delivering KPIs (Quantity of Work, Quality of Work, Customer Impacting metrics).
• Identify gaps or opportunities and present solutions via projects or process improvements.
• Collaborate with Inter-department resources to address issues within the customer service environment.
• Managing internal escalations or external government escalations.
• Handling escalations from customers on different channels.
• Identify root causes and create incident reports and solutions to improve processes and gaps.

Skills

Written and verbal communication

Analytical and problem-solving

teamwork

Presentation or reporting

Microsoft Office / GSuite

Tools

Microsoft Office

GSuite

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