Customer Service Specialist

4 days ago

Taguig, National Capital Region, Philippines foodpanda Malaysia Sdn Bhd Full time ₱1,200,000 - ₱2,400,000 per year
Company Description

Central Operations was born in 2017 and is the backbone of 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 video

Job Description

ROLE POSITIONING AND OBJECTIVES

We are looking for a Rider Service Specialist to manage various aspects of rider support, including email communication, outbound service recovery calls, document verification, and wallet adjustments. You will serve as the first point of contact for rider inquiries, ensuring timely, accurate, and professional support across multiple rider touchpoints. Your role is critical in maintaining operational excellence, policy compliance, and high satisfaction within the rider community. Kindly note that this role will be based in Kuala Lumpur, Malaysia.

WHAT YOU WILL OWN:

● Manage Rider Enquiries via Non-Live Channels

● Handle incoming rider queries via email promptly and accurately.

● Handle and manage Rider Escalations from L1.

● Ensure timely and professional responses to address concerns and resolve issues.

● Address inquiries related to rider performance, including delivery metrics, quality ratings, and operational feedback.

● Process adjustments to rider wallets (e.g., credit/debit transactions) based on internal approvals and policy guidelines.

● Support investigations related to rider suspensions or restrictions due to performance or compliance breaches.

● Follow standard operating procedures to document and action cases appropriately.

● Accurately update rider interactions and case notes into internal CRM tools.

● Ensure data integrity across rider systems and reports.

Qualifications

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE.

●Excellent written and spoken Tagalog and English is a must

●1+ years of experience in a customer-facing or service operations role.

●Experience in fast-paced environments, preferably in logistics, customer service, or BPO.

●High attention to detail and strong organizational skills.

●Strong interpersonal and communication skills.

●Ability to multitask, prioritize, and meet deadlines under pressure.

●Basic computer proficiency and fast adaptability to new tools.

●Comfortable working with CRM platforms and Google Workspace/MS Office.

●Must be able to work on rotational shifts, including night shift (Public Holidays & Weekends).

●Willing to relocate to Malaysia.

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