Customer Experience Executive (Lao Speaker)Central Operations was born in 2017 and is the backbone operations for foodpanda in APAC. We are around 1800 employees internally and more than 4000 outsourced employees supporting 11 different countries and in their respective languages. Today we start our journey to become a Center of Excellence by the end of 2022 and we would like YOU to Join us! To know us better, check out this videohere .
Quality Assurance analysts audit interactions to measure adherence to prescribed company policies and processes. The analyst is a flag bearer for the foodpanda brand and evaluates interactions with the objective of improving overall customer and rider experience through providing feedback on SOP, Process, and agent behavior.
Auditing a team of front line agents across channels like Chat, Call & Email for transaction quality and SOP adherence for Customer service
To maintain desired levels of productivity & accuracy on audits performed by self
To coach front line agents on overall SOP, Process and new changes
Perform analysis to identify the root cause of potential issues. Partner with internal stakeholders to drive CSAT improvement projects
DUTIES AND RESPONSIBILITIES:Performs chat & call monitoring and provides trend data to the site management team.
Uses a quality monitoring data management system to compile and track performance at team and individual level.
Participates in call listening/ interaction deep dive programs to identify rider needs and expectations.
Analyze CSAT ratings for the country/ BPO to identify customer pain points.
Flag non-performing agents & support performance with coaching & feedback interventions via team leader.
Participate in weekly calibrations/ performance review calls with BPO partner to measure/track or implement improvement initiatives.
Participate in calibration calls to improve overall understanding & usage of QA Scorecard.
REQUIREMENTS:Ability to speak, read & write Lao & English is mandatory
Good customer service skills and dedication to providing exceptional customer care
Able to relocate to Malaysia
Perks and benefits: Medical, Dental, Corporate Allowance; Lifestyle Allowance.#J-18808-Ljbffr