"To be the most loved everyday food and groceries destination!" - that’s our mission at foodpanda (small ‘f’).

foodpanda is the largest food and grocery delivery platform in Asia, outside of China. Operating in more than 400 cities across 11 markets, we continue to expand and grow in our core food delivery business, as well as in new verticals like grocery deliveries, with a strong tech infrastructure at our core. From our restaurants-partners, cloud kitchens and cloud grocery stores — foodpanda is just one tap away, getting everything you need into your hands quickly and conveniently!

We are looking for enthusiastic problem solvers to join us in scaling our platform, to digitalise businesses in Asia, uplift rider livelihoods and build a hyper-convenient platform for our customers. If you love working with technology to create solutions and are not afraid to roll up your sleeves to get things done, you will find your tribe here at foodpanda. Our diverse and high-performing team comprises people from more than 60 nationalities, and we welcome all experiences, backgrounds, and perspectives.

Know More About the Department & Team

We are looking for a highly-driven and motivated Customer Experience Manager to join our professional and dedicated Operations Department based here in Hong Kong. foodpanda’s Operations Department aims to bring in passionate individuals with strong entrepreneurial mindsets while managing a diverse workforce to ensure peak-efficient and cost-effective day-to-day operations. Our Experience team is the creator and driver of solutions that contribute to giving our customers the best possible experience from the moment they open the foodpanda app throughout the whole customer journey. Wait no longer and join us if you want to make a direct and visible impact and contribute to large-scale success! 

Roles and Responsibilities 

• 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

Qualifications and Requirements

• 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 Assistant Customer Experience Manager position.
• Exceptional writing and verbal communication skills, both in English and in Cantonese;
• Experience working in high-volume or extremely fast-paced environments is preferred;
• Experience in SQL would be an advantage
• 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

What We Offer
 

• 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!

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.