Customer Experience Specialist (Analytics)
Foodpanda Philippines, Inc.
- Makati, PhilippinesPH1, Pacific Star Bldg. | Makati Avenue corner Sen. Gil J. Puyat Avenue, Makati, Metro Manila, PhilippinesMakatiMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 4 years ago
2020-01-24T16:00:00+00:00Job closed.
Job Description
What’s on the menu for you to do:
- Responsible to improve the customers satisfaction in the Philippines
- Deep dive into the SOP’s & propose process improvements to improve customer experience of foodpanda Philippines
- Work closely together with our offshore regional dispatch contact center, through weekly calls & frequent site visits
- Monitor customer satisfaction metrics like NPS, CSS response time, SLA and the likes
- Assess losses (refunds, vouchers to name a few) related to inefficient customer operations resulting in claims
- Work on projects to reduce customer related order fails & monitor customer fraud
- Assist the local team with the roll out of new product features related to the customer experience (testing) & monitor the results of the new features by measuring main KPI’s
- Assess the cost effectiveness of our offshore services & the impact on our unit economics, or CPO
- Identify topics (technology, scheduling strategy of customer service, location of offshore services) in order to improve our unit economics
Minimum Qualifications
What do you bring to the table?
- Bachelor’s/Master's degree in Economics, Business, Mathematics, Engineering or any other quantitative similar field from top global universities
- At least 2 years of work experience in an analytical environment, Management consultancy, IB, tech startup
- Experience in optimizing SOP’s of BPO/call centers preferred
- Passionate about delivering the best service to customers
- Willing to question the status quo when necessary
- Remember, we are a start up we are dynamic, you need to be a doer and adapt constantly to many changes. We have lots of data, you like to play with it and make decisions upon that
Jobs Summary
- Job Level
- Entry Level / Junior, Apprentice
- Job Category
- General Services
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Sometimes
- Office Address
- PH1 Jaka Building 6780 Ayala Avenue Legazpi Village Makati City 1209 Philippines
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About Foodpanda Philippines, Inc.
foodpanda (part of Delivery Hero) is the leading global online food delivery marketplace, active in 11 countries and territories.
We have the largest food network in the world with more than 150,000 restaurant partners and a global leader in the space with 291.5 million orders processed (2017).
The company enables restaurants to become visible in the online and mobile world and provides them with a constantly evolving online technology.
For consumers, foodpanda offers the convenience to order food and the widest gastronomic range from where they can choose their favorite meal on the web or via app.
In the Philippines we remain strong as the leading online food delivery platform with the aim to work with the top-notch talent in the market that could drive the business to unparalleled growth.