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“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
Job Description
ROLE POSITIONING AND OBJECTIVES
To possess strong knowledge of the process and has the ability to influence the riders perception of our brand. Someone who has good communication and analytical thinking skills to establish a positive image of our business to the riders, customers and the vendors. You should not just be able to assist our riders on a daily basis but also should be able to grasp the insights from your day to day work to provide insights on how we can make the riders experience seamless with foodpanda. You will function as the first point of contact or frontliner who assists our riders with their concerns for both delivery and non-delivery related enquiries.
The objective is for us to be a one stop contact centre for the riders to raise and have their concerns addressed accordingly
WHAT YOU WILL OWN:
- Handle inquiries from Riders and Order related issues via live chats/calls/email to ensure seamless customer and rider experience
- Develop excellent product knowledge to enhance riders’ experience and support
- Provide riders guidance in order to address the concerns raised, both on the deliveries and other issues
- Able to function as a one stop assistance centre by providing first contact resolution to our riders/stakeholders
- Able to multitask working on various channels
- Handle complaints, provide appropriate solutions and alternatives within the allocated time
- Adhere to the quality process set to ensure that we are providing accurate and timely service to the riders
- Grow as part of Live Operations in line with our foodpanda values and COE principles
Ability to work on personal and team goals as part of a dynamic team in a fast paced environment
ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE- Candidates must have at least a Diploma Certificate
- Preferably with at least 1 - 2 years of working experience in customer service field
- Fresh graduates are welcome to apply
- Well versed in both Mandarin & English.
- Typing speed of at least 45 wpm with 95% accuracy
- Ability to maintain composure in a multitasking, high energy environment
- Must be able to work on rotational shifts including night shift (Public Holidays & Weekends)
- Preferably with strong computer navigation skills
- Familiarity with Google Suite
