Customer Experience Specialist
Makati, Philippines
1d ago

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 8 countries in Asia. 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 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.

What’s on the menu for you to do :

  • Responsible to improve the customers satisfaction in the Philippines
  • Deep dive into the SOP’s & propose process improvements to improve customer experience of foodpanda Philippines
  • Work closely together with our offshore regional dispatch contact center, through weekly calls & frequent site visits
  • Monitor customer satisfaction metrics like NPS, CSS response time, SLA and the likes
  • Assess losses (refunds, vouchers to name a few) related to inefficient customer operations resulting in claims
  • Work on projects to reduce customer related order fails & monitor customer fraud
  • Assist the local team with the roll out of new product features related to the customer experience (testing) & monitor the results of the new features by measuring main KPI’s
  • Assess the cost effectiveness of our offshore services & the impact on our unit economics, or CPO
  • Identify topics (technology, scheduling strategy of customer service, location of offshore services, .) in order to improve our unit economics.
  • What do you bring to the table?

  • Bachelor’s / Master's degree in Economics, Business, Mathematics, Engineering or any other quantitative similar field from top global universities
  • At least 2 years of work experience in an analytical environment, Management consultancy, IB, tech startup
  • Experience in optimizing SOP’s of BPO / call centers preferred
  • Passionate about delivering the best service to customers
  • Willing to question the status quo when necessary
  • Remember, we are a start up we are dynamic, you need to be a doer and adapt constantly to many changes. We have lots of data, you like to play with it and make decisions upon that
  • What we have for you :

    We have a steep learning curve and because of that, not a day is boring here! This is a place for those looking for challenges, learning and fast growth.

    You will experience the start-up environment in a stable global organization

    When food marries tech -it’s just a promising industry

  • We have a vibrant and international team with diverse backgrounds
  • This is a brand with competitive employees in an all hands on deck environment!
  • We recognize top performers, welcome our newbies, and share good food!
  • Competitive package, incentives, allowances, food perks, HMO, and more!
  • Apply
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