Senior Customer Experience Lead - Ops & Escalations

foodpanda

Taguig

In loco

PHP 360.000 - 540.000

Tempo pieno

6 giorni fa

Candidati tra i primi

Aumenta le possibilità di ricevere una risposta da questo datore di lavoro

Il tuo curriculum e una lettera di presentazione personalizzati, che corrispondono esattamente a ciò che sta cercando.

Supera i filtri ATS

Descrizione del lavoro

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

Competenze

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.

Mansioni

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.