Customer Experience Manager

Skills this role screens for

About the role

• 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