Senior Team Lead - Special Team ( Based in Malaysia)


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Job Description

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


  • 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


42K ~ 63K TWD/month



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About us

德商foodpanda為全台最大美食外送平台,與上萬間知名餐飲店家合作美食外送服務,提供消費者小吃到高級連鎖餐廳的一站式美食外送選擇,更擁有海底撈、點點心、鼎王、杭州小籠包、新竹廟口鴨香飯、林聰明魚頭火鍋…等多家排隊美食獨家外送服務。foodpanda 亦透過「 foodpanda 生鮮雜貨」提供生活日用品、生鮮、美妝、3C產品及寵物用品即時外送,有超過兩千間店家、涵蓋上千種商品選擇,攜手包含家樂福、愛買、萊爾富、小三美日等知名連鎖業者合作,滿足全台消費者日常生活的即時外送需求。更創立「pandamart 熊貓嚴選」品牌,於雙北市精華區自建倉庫提供豐富的商品選擇。


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