Customer escalations analystFoodpanda

Job Description
Do you love food and convenience put together Then you will definitely lovefoodpanda!
foodpanda brings good food into the everyday, whether delivering on our signature pink bikes or serving insights into the newest food trends and showcasing local favorite restaurants. We operate in 12 countries worldwide. Through the energy of our riders and the teams in all of our office spaces, we connect lovers of food to our brilliant partner restaurants. We're changing the way food delivery is viewed and experienced worldwide.
We are the leading online food delivery service in the Asia-Pacific region with a wide variety of restaurant options. Operated by Delivery Hero, the global leader in the food delivery industry, processing over 1 million orders everyday and is operating in 40+ markets in the world, with 17,000 employees and approximately 200,000+ restaurant partners.
This doesn't happen without our awesome people! We are looking for a Customer Escalations Analyst to join our growing business!
What's on the menu for you to do:
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
Collaborate and Partner with Supervisor in ensuring that direct reports are getting coaching and development that is focused on their holistic well being and not just on their performance
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
What do you bring to the table
Experienced as a Sr. Customer Service Associate of at least 12 months.
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
What we have for you:
We have a steep learning curve and because of that, not a day is boring here! This is a place for those looking for challenges, learning and fast growth. You will experience the start-up environment in a stable global organization
When food marries tech - it's just a promising industry
We have a vibrant and international team with diverse backgrounds
This is a brand with competitive employees in an all hands on deck environment!
We recognize top performers, welcome our newbies, and share good food!
Competitive package, allowances, food perks, HMO, Insurance, and more!