Vendor Experience Specialist
Foodpanda
Karachi, Pakistan
11h ago

Responsibilities

  • Monitor Complain Ratio, KPIs and perform data analysis on them and figure out root causes for the issues.
  • Able to work in real-time data and observations to run order operations smoothly.
  • Develop processes and strategies for solving problems like cash losses, productivity, recovery etc.
  • A team player that loves interacting with all the other movers and shakers inside the organization.
  • Coordinate with city-heads / area managers to understand the real-time issues in the cities for prompt actions.
  • Have a strong sense to minimize cancellation in the business from BPO or other departments.
  • Be a pure data lover, and play with numbers to provide case solutions.
  • Liaise and act as a custodian at the BPO site to understand and roll out SOP changes, process mapping, align key business priorities and carry out vendor and consumer end initiatives.
  • Closely work with BPO partners to design evaluation and training programs and monitor the metrics defined for success.
  • Prepare and publish accurate data reports to gauge true performance of partner service metrics and subsequently improve functions for the company towards increasing order growth.
  • Perform vendor interaction monitoring (through chats / calls) and metric evaluation to identify areas of process / agent opportunities.
  • Proactively work on vendor expereince, with hands-on collaboration with BPO, Vendor OPS team & other departments concluding VX.
  • Hold vendor boot camps internal & external for the rollout of new features / apps & basic education of vendor
  • Look forward to bringing efficiency by automating the business processes
  • Requirements

  • Bachelor's / Master’s Degree.
  • 2 years of professional experience.
  • Good understanding of quality tools and systems.
  • Ability to interpret rider & vendor metrics and drive actionable changes.
  • Proficient in English in both oral and written.
  • Willing to take on additional tasks assigned.
  • Performance driven and ability to work under minimal supervision.
  • Apply
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