Customer Experience Manager
At a glance
Manager-level Customer Success role at Delivery Hero. Taguig · full-time.
Pay not stated Customer Experience Manager salary
growthroles summary, based on the employer's posting.
What you'll do
- Keep the customer service team available and manage its day-to-day operations
- Work with the supervisor to track the subgroup’s output, quality and customer-impact measures
- Spot service gaps, propose fixes and coordinate with other departments on customer service issues
- Handle customer and government escalations, investigate root causes and document incidents with process fixes
What you bring
- At least three years working as a senior customer service associate
- Strong written and spoken communication, with a solid grasp of service levels, customer satisfaction and Net Promoter Score
- Analytical problem-solving ability and knowledge of teamwork and root-cause analysis
- Intermediate ability with Microsoft Office or GSuite, plus presentation and reporting skills
Who this fits
This manager role suits someone who can oversee customer service operations, resolve escalations and improve processes. The role is onsite in Taguig.
From the employer
foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.
- 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
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
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Customer Success
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