Canopy
foodpanda (HK)

foodpanda - Senior Customer Experience Executive

Mid Level
Hong Kong
Senior Customer Experience Executive
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About Us

foodpanda is a global delivery platform operating in over 70 cities worldwide. We seek to introduce technology and convenience that benefit customers and restaurants alike, with Hong Kong as a primary market for new innovations.

Who we're looking for

What makes us special? It’s the way we combine food and convenience

foodpanda (small ‘f’) is the world’s favourite way to order food online from the comfort of your home or office. Whether it’s getting your hands on your favourite pizza, sushi or burger, we believe that no one should have to suffer from hunger attacks ever again.

However, this doesn’t happen without some really awesome people. We are looking for a Senior Customer Experience Executive to join our growing Corporate team to assist us in providing the best in-class service and support to our premium Corporate clients. foodpanda's Corporate business aims to make teams happier through shared food experiences. Our platform allows companies to order delicious meals from top-rated local foodpanda vendors, delivering straight to their office hassle-free.

What you will be doing in this role

You will be working in the Customer Service team under the Corporate Operations vertical to provide excellent customer service via phone and email to our Corporate clients. You will be the bridge between their deliveries and the overall Corporate client experience, resolving any issues or questions that occur throughout the customer journey - from when customers place an order to when they receive their meal. With this experience, you will also help in scaling our support processes to allow us to efficiently handle ticket volume and proactively find solutions to outstanding problems. Your role will be full of learning opportunities as you will encounter different situations every single day.

  • Provide professional and empathetic customer service to all corporate clients. Effectively and efficiently interact with customers via phone and email
  • Provide quotations for corporate clients and arrange food delivery to their workplace
  • Coordinate with our account management team, delivery team, and restaurant vendors to problem solve and provide optimal solutions to any issues that arise during a Corporate client’s delivery experience
  • Communicate customer issues and feedback to appropriate departments to ensure that we are improving our service
  • Review the existing support operations flow and design innovative new processes in order to increase efficiency and continue business growth
  • Operate in a highly autonomous environment which empowers you to make decisions
  • Contribute to high impact projects
  • Strategically think about operational improvements and efficiencies
About you
  • Degree holder
  • Minimum 2 years of working experience related to customer service, account management or process improvement etc.
  • Passionate and enthusiastic attitude with professional customer service manner
  • Self-motivated to go the extra mile and think out of the box to solve problems
  • Ability to multi-task in an organized manner in a fast-paced working environment
  • Fluency in both English and Chinese, including word processing
  • Track record of building processes, tools, and teams that deliver amazing customer support
  • Strong organizational skills, work ethic/grit, and attention to detail
  • Excels in a fast-paced environment and isn't afraid to roll-up their sleeves when needed
What we offer
  • An international team that you will learn and be inspired from
  • A fast-paced environment to hone your entrepreneurial and professional skills
  • A great collaborative working atmosphere with regular company and team events
  • Responsibility from day one in a fast growing and global company
  • Medical scheme and dental insurance coverage

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Guang Dong Investment Tower, 148 Connaught Rd Central, Sheung Wan
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