Rider Experience Specialist Foodpanda Pakistan

Description:

Responsibilities

• Monitor Complain Ratio, KPIs and perform data analysis on them and figure out root causes for the issues.
• Able to work in real-time data and observations to run order operations smoothly.
• Develop processes and strategies for solving problems like cash losses, productivity, recovery etc.
• A team player that loves interacting with all the other movers and shakers inside the organization.
• Coordinate with city-heads/ area managers to understand the real-time issues in the cities for prompt actions.
• Have strong sense to minimize cancelation in the business from BPO or other departments.
• Be a pure data lover, and play with numbers to provide case solutions.
• Liaise and act as a custodian at the BPO site to understand and roll out SOP change, process mapping, align key business priorities and carry out rider, vendor and customer facing initiatives.
• Closely work with BPO partners to design evaluation and training programs and monitor the metrics defined for success.
• Prepare and publish accurate data reports to gauge true performance of vendor and rider metrics and subsequently improve functions for the company towards increasing order growth.
• Perform rider interaction monitoring (through chats) and metric evaluation to identify areas of process/agent opportunities.

Requirements

• Bachelors/ Master’s Degree
• Prior professional experience
• Good understanding of quality tools and systems.
• Ability to interpret rider & vendor metrics and drive actionable changes.
• Proficient in English in both oral and written.
• Willing to take on additional tasks assigned.
• Performance driven and ability to work under minimal supervision.

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