- Quality assurance of the Customer Service team based in Malaysia through regular communication and alignment with the Shared Service Center (SSC) leaders;
- Run investigations on complex customer inquiries, draw insights and propose enhancements
- Work closely with the local team to handle escalated cases from customers, including understanding the problem, investigation and providing the final resolution
- Continuous optimization of Customer Service procedures and policies;
- Support cross-team projects in the investigation of customer-facing product issues,
- Clearly formulating the hypothesis, providing supporting information to the product team and following up on the resolution
- Close collaboration with local and regional teams towards improving customer satisfaction;
- Lead data-driven projects to improve operation performance.
- Ensure accurate standard and culturally sensitive translations for operation.
- Bachelor's degree in business, finance, operations management or any science-related field;
- A minimum 3 years of experience in customer experience, customer support or related fields; prior experience in overseeing call centre service quality would be an advantage
- Candidates with more experience would be considered for the position of Assistant Customer Experience Manager.
- Exceptional writing and verbal communication skills, both in English and in Cantonese;
- Experience working in high-volume or extremely fast-paced environments is preferred;
- Creative thinker, independent and driver of progress;
- Detail-oriented, self-starter & highly motivated to succeed;
- Team player with a strong work ethic;
- Solid knowledge of MS Office & Google Suites
- SQL proficiency will be a plus
- A dynamic and challenging work environment.
- A company committed to developing you personally and professionally.
- A great working atmosphere with regular company and team events.
- A vibrant and international team committed to diversity and inclusion.
- Responsibility from day one in a fast growing and global company.
- Other benefits include free food, health and dental insurance, and learning and development opportunities
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Senior Operations Executive - Hong Kong, 香港 - foodpanda
描述
Job DescriptionWhat We Offer
Our parent company, Delivery Hero, is a global leader in the food delivery industry processing over 3 million orders every day and operating in 40+ markets in the world, with 18,000 employees and approximately 500,000+ restaurant partners.
