Senior Operations Executive

Found in: Talent HK C2 - 2 weeks ago


Hong Kong, Hong Kong SAR China foodpanda Full time
Job Description

Quality assurance of the Customer Service team based in Malaysia through regular communication and alignment with the Shared Service Center (SSC) leaders;

Run investigations on complex customer inquiries, draw insights and propose enhancements

Work closely with the local team to handle escalated cases from customers, including understanding the problem, investigation and providing the final resolution

Continuous optimization of Customer Service procedures and policies;

Support cross-team projects in the investigation of customer-facing product issues, 

Clearly formulating the hypothesis, providing supporting information to the product team and following up on the resolution

Close collaboration with local and regional teams towards improving customer satisfaction;

Lead data-driven projects to improve operation performance.

Ensure accurate standard and culturally sensitive translations for operation.

Qualifications

Bachelor’s degree in business, finance, operations management or any science-related field;

A minimum 3 years of experience in customer experience, customer support or related fields; prior experience in overseeing call centre service quality would be an advantage

Candidates with more experience would be considered for the position of Assistant Customer Experience Manager.

Exceptional writing and verbal communication skills, both in English and in Cantonese;

Experience working in high-volume or extremely fast-paced environments is preferred;

Creative thinker, independent and driver of progress;

Detail-oriented, self-starter & highly motivated to succeed;

Team player with a strong work ethic;

Solid knowledge of MS Office & Google Suites

SQL proficiency will be a plus


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