Senior Associate - Partner Support Experience
foodpanda
Lahore, Pakistan
10h ago

Department : Vendor Operations

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! We’re all about bringing on the smartest folks as we continue to grow with a fast-moving and agile environment and hire those who can thrive in a startup culture.

Responsibilities :

  • Responsible for monitoring and ensuring a better experience of our vendors with
  • foodpanda on a broader scale.

  • Responsible for the implementation & creation of vendor self-service tools
  • RP / goDroid / Formstack / Intercom) and improvising to make it vendor friendly.

  • Responsible for SOP improvements and additions to ensure optimal vendor experience.
  • Responsible for real time analysis of the overall BPO performance and suggesting
  • process improvements.

  • Responsible for implementing Quality metrics to ensure BPO performance.
  • Act as a liaison for any queries or concerns the Homechef team may have in relation to
  • vendor experience. Act and improve upon their VXP metrics accordingly.

  • Monitoring vendor complaint ratio, KPIs, performing data analysis and figuring out root
  • causes for the issues.

  • Monitoring and coming up with action plans on improving BPO KPIs including vendor
  • satisfaction scores, NPS ratings and quality of interaction with the vendors.

  • Maintain daily / weekly reporting and analysis of partner-centric data for greater visibility
  • and suggest process improvements.

  • Perform Partner Service interaction monitoring (through chats / calls) and metric
  • evaluation to identify areas of process / agent opportunities and improvements.

  • Maintain good knowledge of vendor centric metrics and plan to improve.
  • Maintain & improve vendor satisfaction at an optimum level with frequent deep dives into
  • the feedback received from our partners.

  • Evaluate and make action plans to bring vendor contact reasons to a minimum ensuring
  • a seamless, issue-less experience for our vendors.

    Requirements :

  • Minimum bachelors degree in relevant field.
  • 1 - 2 years of experience in a tech startup is a plus.
  • The candidate must have an exceptional ability to problem solve and should be able to work independently in dynamic environment with ever changing work conditions.
  • Proficient in Microsoft Office and Qualtrics (Optional).
  • Has an acute sense of responsibility and know how to manage priorities and handle issues.
  • Highly adaptable to quick changing environment.
  • Strong interpersonal and influencing skills.
  • A little About Us :

  • We are fast, like mind boggling fast! So if you’re someone who loves ever changing goals and loves optimization, you’re the right fit for us!
  • We love people who can develop things from scratch, own them and then work on improving them.
  • We love what we do, and we don’t rest until we’ve achieved our targets. So if you’re also someone who is driven until the dream is achieved, come join us!
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