Customer Experience Manager

About the Position

We are seeking a Customer Experience Manager to oversee day-to-day operations and enhance customer service team performance at foodpanda.

Responsibilities

• Manage day-to-day operations, ensuring foodpanda’s customer service team availability.
• Collaborate with the Supervisor to manage the overall performance of the assigned subgroup within foodpanda’s customer service team.
• Deliver key performance indicators in the following areas: Quantity of Work, Quality of Work, and Customer Impacting metrics.
• Identify gaps or opportunities and 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.
• Manage internal and external escalations, including government escalations.
• Handle customer escalations on different channels.
• Identify root causes and create detailed incident reports and solutions to improve processes and gaps.

Requirements

• 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 and root cause analysis.

We Offer

• Opportunity to work with a pioneering local delivery platform.
• Be part of a global team operating in around 65 countries worldwide.
• Professional growth within the Delivery Hero Group, listed on the Frankfurt Stock Exchange since 2017.

About the Company

foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, with a mission to deliver an amazing experience-fast, easy, and to your door. 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.