Service Executive, Rider Service

Central Operations was born in 2017 and is the backbone operations for foodpanda in APAC. We are around 1800 employees internally and more than 4000 outsourced employees supporting 11 different countries and in their respective languages. Today we start our journey to become a Center of Excellence by the end of 2022 and we would like YOU to Join us!. To know us better, check out this video

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.

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

Qualifications

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 English and local language
• 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