Customer Experience Manager

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

Additional Information