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Bringing good food into your everyday. That's our mission

Team Leader Shared Service Center

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POSITION SUMMARY: Team Lead is the front-line supervisor that is responsible in: 1. Providing quality and efficient Customer Service to foodpanda’s guests through the daily management of a team of CSE.2. To ensure maximum involvement and contribution from the team members under their leadership.3. To manage, coach and monitor the team while coordinating with other leaders or partners to ensure that all relevant service levels and KPIs are met. DUTIES AND RESPONSIBILITIES:

  • To manage day to day operation of the contact centre
  • To initiate and manage weekly 1:1, team huddle and team meetings effectively
  • To manage resources, planning and implementing Contact centre strategies effectively
  • Ability to motivate and coach agents/Shift Lead
  • Leading a team in handling Customer Service
  • Ensuring all tickets are solved within SLAs
  • Problem solving skills in handling complaints effectively and efficiently
  • Familiar with freshchat / Intercom / Salesforce
  • Good listening skills
  • Approachable personality with people handling skills REQUIREMENTS:
  • Minimum of 1- 2 years working experience as Team Leader in any contact **center**
  • Good written and communication skills
  • *Permanent position *
  • Proficient in English in both oral and written
  • *Able to fluently speak in Mandarin / Cantonese, read and write in Chinese traditional will be entitled to a language allowance *
  • Strong analytics skills and good in reporting
  • Experienced managing a team of 15-20 headcounts
  • Experience in reporting using Microsoft Excel or Google Sheet is an added advantage
  • Experience in freshchat / Intercom / Salesforce is an added advantage
  • Able to work on shifts, weekends and Public holidays
  • Willing to take on additional task assign
  • Reliable, punctual and motivated
  • Quality driven and strong coaching skills
  • It's only applies to Malaysian Citizen. WHAT WE OFFER:A top-notch office in Kuala Lumpur, Malaysia close to amazing restaurants. Inside the walls of this office you’ll find:
  • An empowering, international and agile working environment
  • Responsibility from day one in an innovative and rapidly expanding tech business
  • Regular office parties and exciting team events
  • And a bunch of cool extras including a kicker table and table tennis, as well as free fruits and, of
    course, a monthly corporate allowance for foodpanda.
Location
Malaysia • Kuala Lumpur
Job type
Full-time
Visa sponsorship
Not Available

foodpanda at a glance

Bringing good food into your everyday. That's our mission

foodpanda focuses on E-Commerce, Food and Beverages, Marketplaces, Content Delivery, and Same Day Delivery. Their company has offices in New York City, Singapore, and Berlin. They have a very large team that's between 1001-5000 employees. To date, foodpanda has raised $859.45M of funding; their latest round was closed on May 2017.

You can view their website at https://www.foodpanda.com or find them on Twitter, Facebook, and LinkedIn.

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