Customer Experience Manager

foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.Job DescriptionResponsible 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 metricsBeing able to identify gaps or opportunities and be able to present solutions or actions via projects or process improvementsCollaborate with Inter-department resources to fulfill or address issues and challenges within the customer service environmentResponsible for managing Internal escalations or any external - government escalationsResponsible for and handling escalations from customers on different channelsAble to identify root causes and create detailed incident reports and solutions to improve processes and gapsQualificationsExperienced as a Sr. Customer Service Associate of at least 3 yearsStrong Written and Verbal communication skillsStrong understanding of Service Level - KPI, Customer Satisfaction and Net Promoter ScoreStrong analytical and problem-solving skills. Intermediate knowledge in using Microsoft Office and/or GSuite ApplicationsIntermediate skills in Presentation or reportingStrong understanding of teamwork, root cause analysis