Position: Lead – Customer Engagement Specialist
We are seeking a talented individual to join our team as a Lead – Customer Engagement Specialist who will play a critical role in driving key Foodpanda initiatives while coordinating with BPOs to ensure that all relevant service levels and KPIs are met. In this role, the Lead – Customer Specialist will represent Foodpanda and its customers and partner closely with the BPO Quality and training team to ensure quality and training front to improve overall experience.
DUTIES AND RESPONSIBILITIES:
Liaise and act as a custodian at the BPO site to understand and roll out SOP changes, align key business priorities and carry out customer facing initiatives.
Partner with key stakeholders including various business leaders, clients/investors, and vendors to ensure business objectives and SLA’s related to the operation are achieved.
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 customer metrics and subsequently improve functions for the company.
Perform customer interaction monitoring and metric evaluation to identify areas of process/agent opportunities.
Perform continuous process mapping to improve SOP and overall customer experience.
Master’s in Business Administration.
2-3 years of professional experience working in a supervisory role.
Strong understanding of process mapping & customer journey mapping.
Good understanding of quality tools and systems.
Ability to interpret customer metrics and drive actionable changes.
Strong analytical and communication skills.
Proficient in English in both oral and written.
Willing to take on additional tasks assigned.
Performance driven and ability to work under minimal supervision.
How to Apply: Send CVs at “firstname.lastname@example.org” mentioning “Lead – Customer Engagement Specialist” in the subject line.