Job description
As a Specialist in Operations Excellence, you will focus on enhancing our Help Center experience and improving the operational efficiency of our customer service platforms. You will be responsible for optimising processes related to customer support, developing and refining YAML configurations to support automation, and ensuring a seamless experience for users across multiple markets. This is an exciting opportunity to apply your technical skills and problem-solving expertise to improve the quality and consistency of our Help Center operations.
What’s on Your Plate?
Help Center Process Optimisation
Enhance the Help Center experience by improving operational workflows and ensuring a streamlined process for customers to access the support they need.
Work closely with customer support teams to identify pain points in the customer journey and develop solutions to improve overall satisfaction.
Collaborate with cross-functional teams to standardise help centre workflows, FAQs, and other resources across all markets, ensuring consistency and efficiency.
YAML Coding and Automation
Utilise YAML coding to support automation processes, ensuring configurations are optimised for scalability and efficient data management across systems.
Develop and maintain YAML-based templates for Help Center integrations, ensuring smooth automation of customer support workflows and issue resolution.
Collaborate with engineering and IT teams to deploy and troubleshoot YAML configurations in the support environment, ensuring systems are responsive and bug-free.
Collaboration and Communication
Work closely with product, engineering, and customer support teams to ensure Help Center tools and workflows are aligned with customer and business needs.
Contribute to regular feedback loops with stakeholders, suggesting improvements and helping implement new features in the Help Center.
Performance Tracking
Monitor Help Center performance metrics, identifying opportunities for process improvements and automation that can reduce response times and improve customer satisfaction.
Use analytics and feedback to measure the effectiveness of implemented changes, driving continuous improvement within the Help Center team.
Qualifications
3+ years of experience in customer support operations, Help Center management, or process optimisation.
Strong experience with YAML coding, automation tools, or systems configuration.
Ability to manage and optimise workflows, integrating automation and streamlining operational processes.
Experience in customer service, especially within a call center or help desk environment.
Strong analytical skills, with the ability to use data to improve processes and drive improvements.
Core Competencies
Solid understanding of customer service workflows and the tools that enhance Help Center operations.
Proficiency with YAML coding and an understanding of its application in automating workflows.
Strong problem-solving skills, with the ability to propose and implement solutions in a fast-paced environment.
Effective communication skills, with the ability to engage stakeholders across different teams.
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 over 70+ 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.
Find out more about Delivery Hero
"foodpanda is the largest food and grocery delivery platform in Asia, outside of China. Operating in more than 400 cities across 11 markets, we continue to expand and grow in our core food delivery business, as well as in new verticals like grocery deliveries, with a strong tech infrastructure at our core. From our restaurants-partners, cloud kitchens and cloud grocery stores — foodpanda is just one tap away, getting everything you need into your hands quickly and conveniently!
We are looking for enthusiastic problem solvers to join us in scaling our platform, to digitalise businesses in Asia, uplift rider livelihoods and build a hyper-convenient platform for our customers. If you love working with technology to create solutions and are not afraid to roll up your sleeves to get things done, you will find your tribe here at foodpanda. Our diverse and high-performing team comprises people from more than 60 nationalities, and we welcome all experiences, backgrounds, and perspectives."
Latest jobs
Salary
Location
Kuala Lumpur, Malaysia
Job Category
Project Management
Job Type
Full-time
Location
Kuala Lumpur
Remote working
On-Site
Brand
foodpanda
Description
Process Improvement & StandardisationAssist in identifying inefficiencies within processes and propose solutions to eliminate waste.Support the design, documentation, and implementation of Standard Op
Reference
d3fb914a-893b-479f-a217-f28a2fb81f71
Expiry Date
01/01/0001
Author
John DoeAuthor
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