Delivery Hero (talabat)Customer Experience Manager
Delivery Hero (talabat) is hiring a Customer Experience Manager in Taguig, Philippines. Level rates it ; you can apply on Delivery Hero (talabat).
Level's read on this job
- Little AI ●○○○ is how Level rates this role: aI is not part of the work.
- Tools and skills the posting cites include Microsoft Office, G Suite and customer service.
- Level classifies it as a mid-level role.
- Level lists 898 other open roles at Delivery Hero (talabat).
- The role was posted within the past week.
AI in this role
Customer Experience Manager to oversee daily customer service operations, handle escalations, and drive process improvements.
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.
- Responsible 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 metrics
- Being able to identify gaps or opportunities and be able to present solutions or actions via projects or process improvements
- Collaborate with Inter-department resources to fulfill or address issues and challenges within the customer service environment
- Responsible for managing Internal escalations or any external - government escalations
- Responsible for and handling escalations from customers on different channels
- Able to identify root causes and create detailed incident reports and solutions to improve processes and gaps
Experienced as a Sr. Customer Service Associate of at least 3 years
Strong Written and Verbal communication skills
Strong understanding of Service Level - KPI, Customer Satisfaction and Net Promoter Score
Strong analytical and problem-solving skills.
Intermediate knowledge in using Microsoft Office and/or GSuite Applications
Intermediate skills in Presentation or reporting
Strong understanding of teamwork, root cause analysis
How we rate this
Customer Experience Manager at Delivery Hero (talabat) rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.
Little AI. AI is not part of the work.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Questions you could be asked
- Tell me about a project where customer service was part of your work. What did you do?
- Tell me about a project where incident management was part of your work. What did you do?
- Tell me about a project where escalation management was part of your work. What did you do?
- Tell me about a project where process improvement was part of your work. What did you do?
- Walk me through how you've used Microsoft Office in your day-to-day work.
Adapt your resume
- List these exact terms on your resume: Customer Service, Incident Management, Escalation Management, Process Improvement, and Microsoft Office. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
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