Delivery Hero
Customer Experience Manager
On site · Taguig, Philippines
This role is on site in Taguig, Philippines.
PeopleSeek Talent does not submit applications. The button opens the employer's own page; this listing was verified 2 hours ago.
PayNot listed
Work arrangementOn site
Who can applyPeople who can work in Taguig, Philippines
LevelManager
TypeFull time
Occupationcustomer experience manager
Languageen
Posted
Last verified
StatusActive
About the role
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
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
Listed via Delivery Hero · first seen · last verified
