Senior Service Executive, Customer Service

ROLE POSITIONING AND OBJECTIVES:

Senior Service Executive (SSE) is responsible for answering incoming transactions, and providing quality service that exceeds foodpanda customer’s expectation via Social Media platforms. 

WHAT YOU WILL OWN:

•  Assist customer issues via Social Media platforms with excellent quality customer service.

• Responding to the comments and direct messages from multiple Social Media platforms on time. (Facebook, Twitter, Instagram and TikTok)

• Coordinate between customers/vendors/riders and other teams to identify and troubleshoot daily operational issues swiftly and effectively.

• Listen attentively to customer needs/concerns and demonstrate empathy while maximising the opportunity to build rapport with the customer

• Perform proactive follow up with other support team members to ensure efficient resolution to customer requests. 

• Develop excellent product knowledge to enhance customers’ experience and support. 

• Adhere to the quality process set to ensure that we are providing accurate and timely service to the customers.

• Handle complaints, and provide appropriate solutions and alternatives within the allocated time.

• Grow as part of Live Operations in line with our foodpanda values and COE principles.

• Work on personal and team goals as part of a dynamic team in a fast paced environment.

• Good analytical thinking in identifying public relations issues that reported via Social Media from customers/ vendors and riders. 

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE.

• With at least 1 year working experience in customer service field 

• Must possess customer-centric commitment

• Candidates must have at least a Diploma Certificate 

• Ability to maintain composure in a multitasking, high energy environment

• Detail-oriented

• Proficient Cantonese & Mandarin communication skills 

• Well versed in local language 

• Fast learner and keen to learn 

• Preferably with strong computer navigation skills 

• Familiarity with Google Suite

• Must be able to work on rotational shifts including night shift (Public Holidays & Weekends)

“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!

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. foodpanda comprises of people from more than 60 nationalities, and we believe in winning through diversity.
foodpanda is part of the Delivery Hero Group, the world’s leading local delivery platform operating in 70+ countries worldwide