Senior Team Lead - Special Team ( Based in Malaysia)

foodpanda

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Job Description

RELATIONSHIPS:
Reports to Operations Manager
Supervise a specialized team who are Social Media experts and Incident Recovery Experts
Internal contacts for all department
External contacts – Customers of foodpanda / Local Operations / Regional Team

JOB DESCRIPTION:

  • People Management
  • Lead and manage the overall performance of the team/department by monitoring Team KPI, producing individual development plans and coaching to exceed departmental goals
  • To perform ad hoc monitoring either remotely or side by side to ensure that the Team are handling day to day operational tasks as well as customer escalations in accordance with established work process and instructions
  • Work with Operations Support to administer and monitor staff’s leave, punctuality, meals, breaks schedule to achieve optimal staffing capacity

Performance Management

  • Develop, Own, Improve & Maintain department KPIs while constantly finding ways to become more efficient and effective.
  • This includes working on special projects that will reduce stakeholder escalations, deflect incidents from coming into the department and ensuring customer experience.
  • Be the owner of department systems, tools, SOPs and overall customer experience.
  • Effectively improve Customer Satisfaction and increase customer retention rate.

Strategic Management

  • Own Customer Recovery, Social Media and Escalations as a whole and drive changes to reduce branding impact
  • Analyse reports and data from Tableu or legacy system and derive operational or WFM improvements.
  • Take ownership of daily, weekly & monthly reporting disregards of whether local team or at BPOs.
  • Use data to make calculated decisions or support improvement initiatives or even resolve existing issues.

Who You Are?

  • You have at least 5 years working experience in a Customer Service Department.
  • You MUST have Microsoft Excel Skills of an Intermediate Skill Level
  • You are data driven, analytical, energetic and goal driven
  • You MUST be able to read & write Mandarin.
  • You do not just rely on a job scope and willing to upskill

Salary

42K ~ 63K TWD/month

Location

Malaysia

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foodpanda

台北市大安區敦化南路二段319號

About us

We are foodpanda!! foodpanda 是全球知名電子商務平台APP,提供線上外送訂餐及生活必需品等訂購服務,目前已在台灣、新加坡、泰國等國上線,並在全球40幾個國家營運當中。 foodpanda Taiwan是全台灣最大的線上外送訂餐平台(www.foodpanda.com.tw),提供全台各城市包含部分離島等超過上萬間優質餐廳的線上外送訂餐及生活必需品等訂購服務,歡迎下載APP歡樂點

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