Job Responsibility Assistant Manager - Customer Service
at foodpanda Malaysia
Kuala Lumpur
Do you love food and convenience put together?
Then you just might love foodpanda. foodpanda is the world's favorite way to order food online to your home or office. With thousands of restaurants ready to receive orders via our website and mobile app, no one should have to suffer from the lack of variety or long queues to enjoy great food.
However, this doesn't happen without some awesome people, and state-of-the-art processes & operations. Currently, we are looking for an Assistant Manager - Customer Service to join our team! This role will be based in Kuala Lumpur and will report directly to the Regional Operations Manager and start as soon as possible.
The position implies project-managing contact center operations of in-house and Business Process Outsourcer (BPO) teams. The right person is ready to make tough data-backed decisions in a high-speed complex environment. You are passionate about delivering wow customer experience, enthusiastic about solutions, and excited to apply hands-on project management experience. Does this sound like you? If so, keep on reading.
Responsibilities:
o Overseeing in-house and BPO operations, including monitoring and reporting metrics such as productivity, response speed and any metric which affect the quality of the service
o Ensure proper quality of services and strict adherence to processes by the in-house and BPO partner personnel
o Work cross-functionally with stakeholders and support teams to ensure world-class customer service
o Day to day responsibilities include:
o Provide performance monitoring of KPIs, identify trends and issues in Service quality
o Conduct weekly, monthly and quarterly performance reviews with BPO and internal stakeholders
o Support the in-house and BPO teams for issues relating to systems, reporting.
o Coordinate the in-house and BPO teams to conduct ad-hoc pieces of training, re-training and/or replacement requests for underperforming staff.
o Conduct Quality Audit calibrations on interactions to identify improvement opportunities and ensure the accuracy of audits.
o Conduct process update/improvement projects and workshops
o Timely communicate business updates, policy changes and any relevant information to stakeholders
o Constant engagement with in-house and BPO teams' program
Requirements:
o Bachelor's degree or relevant experience of at least 3 years of contact center
o Experience leading large and diverse teams
o Strong planning and interpersonal skills as well as process-driven and detail-oriented personality
o Strong analytical and communication skills and a hands-on mentality
o Ability to work in a cross-functional environment and to lead complex operational initiatives
o Excellent Excel and MS Office skills, SQL skills would be advantageous
o Fluency in English is required - Mandarin or Cantonese a plus
o Traveling across SEA countries might be needed
Job RequirementsJob Benifits
