Customer Experience Manager
Posted Updated
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
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