CX Analyst | Customer Escalations | Operations  

Do you love food and convenience put together? Then you will definitely love foodpanda!

foodpanda brings good food into the everyday, whether delivering on our signature pink bikes or serving insights into the newest food trends and showcasing local favorite restaurants. We operate in 12 countries worldwide. Through the energy of our riders and the teams in all of our office spaces, we connect lovers of food to our brilliant partner restaurants. We're changing the way food delivery is viewed and experienced worldwide.

We are the leading online food delivery service in the Asia-Pacific region with a wide variety of restaurant options. Operated by Delivery Hero, the global leader in the food delivery industry, processing over 1 million orders everyday and is operating in 40+ markets in the world, with 17,000 employees and approximately 200,000+ restaurant partners.

This doesn't happen without our awesome people! We are looking for a Sales Executive for Marikina/Pasig to join our growing business!

What’s on the menu for you to do:

• Reporting to CX Manager

• 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

• Collaborate and Partner with Supervisor in ensuring that direct reports are getting coaching and development that is focused on their holistic well being and not just on their performance

• 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

What We Offer:

• A dynamic and challenging working environment
• Performance-based incentives for exceptional performers
• An extra steep learning curve
• Responsibility from day one in a fast growing and global company
• A vibrant and international team with diverse backgrounds
• Regular company and team events.

Up for a challenge? Come and join us paint the world pink!

What do you bring to the table?

• Experienced as a Sr. Customer Service Associate of at least 12 months.

• 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