Senior Manager - Customer Service
foodpanda
Karachi
2d ago

Department : Customer Operations

Reports to : Head of Customer Operations

Do you love food and convenience put together? Then you just might love foodpanda!

foodpanda is the leading, on-demand food delivery company in the region, bringing thousands of your best-loved restaurants online into your home or office - fast!

However, this does not happen without some really awesome and remarkable people making it materialize! If you are one of those who would like to work in a fast-paced, truly global, and vibrant culture, feel free to apply as we are currently looking for a Senior Manager Customer Service to be based in our head office in Karachi.

The Senior Manager Customer Service will own the full suite of customer experience metrics. A strong bias towards data balanced with high emotional intelligence is crucial to ensuring the optimal experience for our customers.

Job Role and Responsibilities :

  • Oversee the delivery of a seamless high-quality service across all customer-facing teams
  • Look at ways to reorganise and improve operational areas
  • Provide inspirational leadership to our service teams
  • Consider and evaluate different approaches of working
  • Drive service excellence with a focus on achieving continuous improvement
  • Define and deliver the operational strategy
  • Streamline business processes to enhance efficiency
  • Take all measures necessary to safeguard revenue while minimizing operational losses
  • Deep involvement with our Shared Service Centre in Malaysia to collaborate and build processes
  • Develop reports, dashboards and views for higher management for all those KPIs that form a quintessential part of customer experience and trust operations including investigation, weekly updates and monthly submissions
  • Own contact centre SLA, AHT, response time and ensure stellar customer service
  • Requirements :

  • A 4-year degree program in STEM from a reputable institution
  • 6 years or more experience in analytical roles involving designing customer support strategy / experiencing is required for succeeding in this role
  • You are comfortable using business intelligence tools (e.g. Tableau)
  • Power BI and Google Data Studio excite you.
  • You are proficient in predictive modeling and forecasting via Excel or other tools
  • Highly organized and self-disciplined, able to work on multiple projects in a self-structured and well-prioritized way
  • Extremely analytical, data-driven & with a keen eye on process improvement
  • Effective communication and interpersonal skills with a problem-solving attitude is the cornerstone of your personality
  • You must be adept at G-Suite
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