Total 18 job vacancies by Delivery Hero

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 evaluations interactions with an objective of improving overall customer and rider experience through providing feedback on SOP, Process and agent behavior

1. Auditing a team of front line agents across channels like Chat, Call & Email for transaction quality and SOP adherence for Customer service

2. To maintain desired levels of  productivity &  accuracy on audits performed by self

3.To coach front line agents on overall SOP, Process and new changes 

4.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.

• Analyse 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

ROLE POSITIONING AND OBJECTIVES:

We are looking for Executive, Commercial who are persuasive and demonstrate selling, communication and closing skills. The Commercial Executive is responsible for the process of calling, pitching, closing and servicing existing partners.

WHAT YOU WILL OWN:

Tasked with the care of a portfolio of partner accounts, you will be expected to:
● Meet the expected daily productivity in terms of the number of vendor sales calls to sell assigned products.
● Be sales-minded and resourceful to hit set KPIs.
● Manage vendor objections according to set guideline
● Record calls, sales and other useful information accurately into CRM tool following guidelines
● Active check and respond in the company’s collaboration platform

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE.

● As this is a 100% telesales role, you need to be comfortable in making outbound calls via digital communication tools over extended periods of time.
● Open to fresh graduates. Previous telesales experience is not necessary but is an added advantage (maximum 1.5 years),
● Able to communicate in English effectively, an added advantage for the ability to speak, read & write in Bahasa Malaysia,
Mandarin.
● A strong relationship builder, target-oriented, resilient and a team player with a willingness to learn.
● Fast learner and able to adapt quickly to constant changes in operational processes and requirements.
 

ROLE POSITIONING AND OBJECTIVES

is looking for Commercial (Telesales) Executives who are persuasive and can demonstrate exceptional selling, communication, and
closing skills to potential and existing partners. The Commercial Executive is responsible for the process of calling, pitching,
following up and servicing partners at a high performing level.

WHAT YOU WILL OWN:

While leads are provided, you will be expected to:
● Have the ability to sell on the phone as second nature.
● Be relentless in researching, reaching out to, and speaking to the right decision-makers in a business.
● Be sales-minded and resourceful to hit set KPIs.
● Meet requirements in the areas of documentation accuracy, partner approval and systems processing.
● Meet the expected daily productivity in terms of number of calls and sales
● Keep records of calls and sales and note useful information in an organized fashion.
● A knack for objection handling, persuasiveness, instilling urgency and acting in a fast-paced fashion.
● Problem solving comes as second nature; constantly striving to provide solutions which are in-sync to company offers.
● Constantly excelling in meeting and exceeding KPI elements set by the company.

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE.

● As this is a 100% telesales role, the incumbent must be comfortable to make outbound calls via digital communication tools and be on the phone over extended periods of time.
● Able to communicate in English effectively, an added advantage for ability to speak, read & write in Bahasa Malaysia.
● Previous telesales experience is not necessary but is an added advantage.
● Comfortable in working with online business tools such as Google applications. Experience with Salesforce a plus, but not mandatory.
● A proficient communicator with a consultative sale driven approach.
● A strong relationship builder, target-oriented, resilient and a team player with a willingness to learn.
● Fast learner and able to adapt quickly to constant changes in operational processes
 

WHAT YOU WILL OWN:

● Onboard potential foodpanda vendors on the platform via phone call & live chat

● Assist the sales team on face-to-face/call training sessions with potential vendor

● Provide the support to the vendors to ensure they are satisfy with foodpanda

● Setting up relevant accounts for potential vendors for them to start selling on foodpanda

● Provide first call resolution to the vendor if needed

● Any other ad hoc tasks as requested by your line manager

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE:

● Highly communicative with a pleasant personality

● Fluent in written and spoken English & Malay ; spoken Mandarin/Cantonese is a plus

● Proactive and self-motivated individual who thrives on meeting targets

● Prior call centre experience a plus, but not compulsory

WHAT WE OFFER:

A top-notch office in Kuala Lumpur, Malaysia close to amazing restaurants and bars. 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 foosball tables and a table tennis table, as well as free fruits and, of course, a monthly corporate allowance from foodpanda

ROLE POSITIONING AND OBJECTIVES

As a Content Editorial agent, we are responsible for creating and updating our vendor’s menu according to their actual menu while ensuring that the quality we are reflecting in our foodpanda frontend is at par with the company’s standard. We are also responsible for working on the request within the target SLA. We are expected to deliver quality service in an effective and efficient manner to provide maximum vendor experience.

WHAT YOU WILL OWN:

• Administer all editorial tasks within the assigned scope of work efficiently
• Manage and submit cases within the SLA
• Identify vendor’s need by understanding the requirements and ensure that it is according to the content SOP
• Ensure that quality standards are maintained in creating and updating menu
• Ensure that target productivity and quality scores are met
• Ensure compliance with company policy and procedures
• Participate in daily team huddle
• Proactively provide feedback and suggestions for the improvement of SOP
• Assist the RTA/TL in executing ad-hoc tasks as and when required
• Able to handle timelines and take ownership of tasks assigned

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE

• Well-versed in international cuisine, especially in the Asia Pacific region with sound knowledge of common food preparation and terminologies
• Good oral and written communication skills in Mandarin.
• Approachable personality with people handling skills
• Good listening skills
• Familiar with Salesforce, Microsoft Office applications (Excel, PowerPoint), Google platform
• Good problem solving skills in handling complaints effectively
• Must be able to work on shifts, weekends, and public holidays
• Willingness to take on additional responsibilities and ad hoc task
• Able to handle timelines committed and take ownership of tasks assigned to you
• Ability to communicate effectively with senior management and other

WHAT YOU WILL OWN:

• Administer all editorial tasks within the assigned scope of work efficiently
• Manage and submit cases within the SLA
• Identify vendor’s need by understanding the requirements and ensure that it is according to the content SOP
• Ensure that quality standards are maintained in creating and updating menu
• Ensure that target productivity and quality scores are met
• Ensure compliance with company policy and procedures
• Participate in daily team huddle
• Proactively provide feedback and suggestions for the improvement of SOP
• Assist the RTA/TL in executing ad-hoc tasks as and when required
• Able to handle timelines and take ownership of tasks assigneg

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE

• Well-versed in international cuisine, especially in the Asia Pacific region with sound knowledge of common food preparation and terminologies
• Good oral and written communication skills in Mandarin.
• Approachable personality with people handling skills
• Good listening skills
• Familiar with Salesforce, Microsoft Office applications (Excel, Powerpoint), Google platform
• Good problem solving skills in handling complaints effectively
• Must be able to work on shifts, weekends, and public holidays
• Willingness to take on additional responsibilities and ad hoc task
• Able to handle timelines committed and take ownership of tasks assigned to you
• Ability to communicate effectively with senior management and other

SENIORITY LEVEL : Executive
FUNCTION : Commercial Executive
LOCATION : Southgate Commercial Centre, Kuala Lumpur, Malaysia
REPORTS to : Team Leader Commercial

ROLE POSITIONING AND OBJECTIVES
is looking for Commercial (Telesales) Executives who are persuasive and can demonstrate exceptional selling, communication, and closing skills to potential and existing partners. The Commercial Executive is responsible for the process of calling, pitching, following up and servicing partners at a high performing level.

WHAT YOU WILL OWN:
While leads are provided, you will be expected to:
● Have the ability to sell on the phone as second nature.
● Be relentless in researching, reaching out to, and speaking to the right decision-makers in a business.
● Be sales-minded and resourceful to hit set KPIs.
● Meet requirements in the areas of documentation accuracy, partner approval and systems processing.
● Meet the expected daily productivity in terms of number of calls and sales
● Keep records of calls and sales and note useful information in an organized fashion.
● A knack for objection handling, persuasiveness, instilling urgency and acting in a fast-paced fashion.
● Problem solving comes as second nature; constantly striving to provide solutions which are in-sync to company offers.
● Constantly excelling in meeting and exceeding KPI elements set by the company.

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE.
● As this is a 100% telesales role, the incumbent must be comfortable to make outbound calls via digital communication tools and be on the phone over extended periods of time.
● Able to communicate in English effectively, an added advantage for ability to speak, read & write in Bahasa Malaysia fluently.
● Previous telesales experience is not necessary but is an added advantage.
● Comfortable in working with online business tools such as Google applications. Experience with Salesforce a plus, but not mandatory
● A proficient communicator with a consultative sale driven approach.
● A strong relationship builder, target-oriented, resilient and a team player with a willingness to learn.
● Fast learner and able to adapt quickly to constant changes in operational processes

At Central Operations we “Work smarter together”, “Always add value” & “Look for trouble”, these are our guiding principles that will make us a Centre of Excellence in no time. We aim to create a magical experience for you here at
foodpanda as we win through diversity by hiring the BEST talents from all walks of life.

WHAT YOU WILL OWN:

• Administer all editorial tasks within the assigned scope of work efficiently
• Manage and submit cases within the SLA
• Identify vendor’s need by understanding the requirements and ensure that it is according to the content SOP
• Ensure that quality standards are maintained in creating and updating menu
• Ensure that target productivity and quality scores are met
• Ensure compliance with company policy and procedures
• Participate in daily team huddle
• Proactively provide feedback and suggestions for the improvement of SOP
• Assist the RTA/TL in executing ad-hoc tasks as and when required
• Able to handle timelines and take ownership of tasks assigneg

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE

• Well-versed in international cuisine, especially in the Asia Pacific region with sound knowledge of common food preparation and terminologies
• Good oral and written communication skills in Cantonese.
• Approachable personality with people handling skills
• Good listening skills
• Familiar with Salesforce, Microsoft Office applications (Excel, Powerpoint), Google platform
• Good problem solving skills in handling complaints effectively
• Must be able to work on shifts, weekends, and public holidays
• Willingness to take on additional responsibilities and ad hoc task
• Able to handle timelines committed and take ownership of tasks assigned to you
• Ability to communicate effectively with senior management and other

WHAT YOU WILL OWN:

● Ensure the highest quality of customer service to vendors

● Process orders and manage relationships with hundreds of restaurants

● Deliberate with customers or supervising personnel in order to address questions, problems, and special requests for orders and actual delivery statuses

● Ensure that processes are followed and bring in new ideas for improvements

● Constantly work towards improving customer experience

● Handle customers’ and vendors’ requests, as well as external communication with them

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE.

1. Candidates have at least an SPM or Diploma certificate

2. At least 1 - 2 years of working experience in the customer service field are preferable

3. Fresh graduates are welcome to apply

4. Required language (s): English & Malay, Mandarin OR Cantonese

5. Able to work in a fast-paced, high-intensity work environment

6. Flexible and able to adapt to fast changes

7. Must be able to work on rotating shifts as needed (weekdays, weekends & public holidays)

8. Preferably with strong computer navigation skills and PC knowledge with typing speed of 25 WPM

9. Able to join 20 days of training

JOB TITLE : Executive, Commercial
JOB LEVEL : S1
LOCATION : SOUTHGATE COMMERCIAL CENTRE, KUALA LUMPUR, MALAYSIA

ROLE POSITIONING AND OBJECTIVES:

We are looking for Executive, Commercial who are persuasive and demonstrate selling, communication and closing skills. The Commercial Executive is responsible for the process of calling, pitching, closing and servicing existing partners.

WHAT YOU WILL OWN:
Tasked with the care of a portfolio of partner accounts, you will be expected to:
● Meet the expected daily productivity in terms of the number of vendor sales calls to sell assigned products.
● Be sales-minded and resourceful to hit set KPIs.
● Manage vendor objections according to set guideline
● Record calls, sales and other useful information accurately into CRM tool following guidelines
● Active check and respond in the company’s collaboration platform

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE.
● As this is a 100% telesales role, you need to be comfortable in making outbound calls via digital communication tools over extended periods of time.
● Open to fresh graduates.Previous telesales experience is not necessary but is an added advantage (maximum 1.5 years),
● Able to communicate in English effectively, an added advantage for the ability to speak, read & write in Bahasa Malaysia, Mandarin or Cantonese.
● A strong relationship builder, target-oriented, resilient and a team player with a willingness to learn.
● Fast learner and able to adapt quickly to constant changes in operational processes and requirements.

At Central Operations we “Work smarter together”, “Always add value” & “Look for trouble”, these are our guiding principlesmnthat will make us a Centre of Excellence in no time. We aim to create a magical experience for you here at foodpanda as we win through diversity by hiring the BEST talents from all walks of life.

We are looking for a highly motivated Associate, Travel and Expense to perform accounting and clerical tasks related to the efficient maintenance and processing of employee travel and expense transactions in order to ensure effective and accurate financial and administrative operations.This role reports to the Manager,T&E Service Delivery.

Responsibilities:

• Perform day to day processing of employee travel and expense reports in a timely manner
• Audit employee expense reports to ensure compliance with regulatory and internal policy requirements
• Assist employees with questions regarding the Travel and Expense Policy, SAP Concur, and general inquiries regarding business travel and expenses
• Deliver excellent technical and non-technical support for T&E related processes and system solutions
• Develop and maintain documentation regarding expense reimbursements, including training materials, standard operating procedures, correspondence, and website documentation
• Order, apply, assign, and coordinate cancellations for corporate credit cards (including virtual credit card)
• Record and pull data from SAP Concur and the corporate/virtual credit card vendor system
• Process daily accounting and attendee extracts and upload into partnering systems
• Month end reconciliation (Concur claims); Statement of Account/Invoice Reconciliation
• Process travel requests, advance payment requests and expense reports
• Helpdesk/Inquiry Handling
• Provide support in compliance relevant aspects: reporting, investigation of specific cases, analysis of expense reports
• Work with Travel Management Company (TMC) and function as second level escalation point for offline support
• Assist in the implementation of any functional changes to the expense reimbursement systems or procedures, ensuring related assignments are carried out in an efficient, effective and timely manner, and communicated effectively
• Liaise with internal and/or external auditors to provide documentation as required
• Undertake other duties as assigned by the APAC Travel Management and AP teams

The role of a Senior TA here at Central Ops is pretty much some-one who can find the diamond in the roughs out there in the industry to fit our organization needs. To be successful in this role, you should be someone who loves challenges and who loves to get noticed for closing a tough role with very tough requirements.

 What you will do:

• With the world as your platter, you will Identify and source top talents across multiple functions and job levels, including but not limited to Customer Experience, Business Intelligence, Project Management, Fraud Prevention, Risk Management, Finance, Sales, Customer Service, etc. (Management & Mass hiring)
• You will partner with hiring managers to identify key requirements for each requisition, target companies and target candidates to reach out to.
• You will present the preselected candidates to hiring managers with a supporting summary that’s like an elevator pitch to convince the hiring manager(candidate profile based on screening, phone interview and tests).
• You will own end to end recruitment process for each role assigned to you, which is not limited to sourcing, pre-screening, coordinating assessments & interviews, conduct reference checks, extend offer & maintain a relationship till the employee comes on-board. (Basically, your KPI here would be candidate experience)
• You will build and maintain a strong candidate pipeline through various channels by utilizing LinkedIn, specialized job boards, social networks, networking initiatives.
• You will track critical recruitment data, produce regular and ad-hoc metrics and reporting on recruiting activities.
• You will update and maintain accurate records in our applicant tracking system.
• You will get better at what you do every day as you are your own critic.

WHAT YOU WILL OWN:
● To manage day to day operation of the commercial team
● To initiate and manage weekly 1:1, team huddle and team meetings effectively
● To manage resources, planning and implementing sales strategies effectively
● Ability to motivate and coach agents
● Ensuring all tickets are solved within SLAs
● Problem solving skills in handling ad hoc issues
● Ability to read simple data and connect with performance and reports
● Approachable personality with people handling skills

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE.
● Minimum of 2 years working experience in Sales
● Good written and communication skills
● Proficient in English and Mandarin in both oral and written
● Experience in reporting using Microsoft Excel or Google Sheet is an added advantage
● Willing to take on additional task assign
● Ability to work and navigate Salesforce and any other CRM tools

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 evaluations interactions with an 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

JOB TITLE : Executive, Commercial
JOB LEVEL : S1
LOCATION : SOUTHGATE COMMERCIAL CENTRE, KUALA LUMPUR, MALAYSIA

ROLE POSITIONING AND OBJECTIVES:
We are looking for Executive, Commercial who are persuasive and demonstrate selling, communication and closing skills. The
Commercial Executive is responsible for the process of calling, pitching, closing and servicing existing partners.

WHAT YOU WILL OWN:
Tasked with the care of a portfolio of partner accounts, you will be expected to:
● Meet the expected daily productivity in terms of the number of vendor sales calls to sell assigned products.
● Be sales-minded and resourceful to hit set KPIs.
● Manage vendor objections according to set guideline
● Record calls, sales and other useful information accurately into CRM tool following guidelines
● Active check and respond in the company’s collaboration platform

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE.
● As this is a 100% telesales role, you need to be comfortable in making outbound calls via digital communication
tools over extended periods of time.
● Open to fresh graduates.Previous telesales experience is not necessary but is an added advantage (maximum 1.5 years),
● Able to communicate in Mandarin effectively, an added advantage for the ability to speak, read & write in English.
● A strong relationship builder, target-oriented, resilient and a team player with a willingness to learn.
● Fast learner and able to adapt quickly to constant changes in operational processes and requirements.

At Central Operations we “Work smarter together”, “Always add value” & “Look for trouble”, these are our guiding principles that will make us a Centre of Excellence in no time. We aim to create a magical experience for you here at foodpanda as we
win through diversity by hiring the BEST talents from all walks of life.

JOB TITLE : Senior Executive, Commercial
JOB LEVEL : S2
LOCATION : SOUTHGATE COMMERCIAL CENTRE, KUALA LUMPUR, MALAYSIA

ROLE POSITIONING AND OBJECTIVES:
We are looking for a Senior Executive, Commercial who are persuasive and demonstrates selling, communication, and closing skills. The Commercial Executive is responsible for calling, pitching, closing, and servicing existing partners.

WHAT YOU WILL OWN:
Tasked with the care of a portfolio of partner accounts, you will be expected to:
● Meet the expected daily productivity in terms of the number of vendor sales calls to sell assigned products.
● Be sales-minded and resourceful to hit set KPIs.
● Manage vendor objections according to set guideline
● Record calls, sales and other useful information accurately into CRM tool following guidelines
● Active check and respond in the company’s collaboration platform

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE.
● As this is a 100% telesales role, you need to be comfortable in making outbound calls via digital communication tools over extended periods.
● Open to fresh graduates. Previous telesales experience is not necessary but is an added advantage (maximum 1.5 years),
● Able to communicate in English effectively, an added advantage for the ability to speak, read & write in Mandarin or Cantonese.
● A strong relationship builder, target-oriented, resilient and a team player with a willingness to learn.
● Fast learner and able to adapt quickly to constant changes in operational processes and requirements.

At Central Operations we “Work smarter together”, “Always add value” & “Look for trouble”, these are our guiding principles that will make us a Centre of Excellence in no time. We aim to create a magical experience for you here at foodpanda as we
win through diversity by hiring the BEST talents from all walks of life.

About the job:

This role will be based in Malaysia and will report to the Recruitment Executive located in Singapore. As a Staffing Operations Assistant, you will be supporting our staffing operations through timely and effective communications with the store operations team, while streamlining daily staffing operations. You will also provide admin and documentation support, support payroll preparation and prepare staffing reports. You should be a systematic and meticulous professional who is able to multitask a variety of administrative tasks and operational duties while working under pressure.

Key Responsibilities:

• Assist in staffing operations, including conducting roll calls and deploying replacements to stores as needed.
• Manage staffing contingencies by broadcasting shifts request and contacting on-call staff for last-minute coverage.
• Provide timely and accurate communication among stakeholders like store managers, training team and candidates.
• Support the recruitment team with administrative tasks, including (but not limited) payroll administration, data entry, and maintaining employee records and documentation.
• Generate and prepare weekly and monthly staffing reports.
• Undertake additional staffing projects or duties as assigned.

Payroll Management: Oversee and manage the end-to-end payroll process for all employees, including regular payroll, bonuses, commissions, and special payments. Ensure the accurate and timely processing of payroll updates, including new hires, terminations, and changes to pay rates.

Team Leadership and Management: Lead, mentor, and develop a team of payroll professionals, providing guidance, training, and performance evaluations. Assign and delegate tasks to the payroll team, ensuring a balanced workload and timely completion of all payroll activities. Foster a collaborative and positive work environment, encouraging team members to share ideas and best practices.

Compliance and Reporting: Ensure compliance with federal, state, and local payroll laws and regulations, staying current on changes in legislation. Prepare and submit necessary tax filings, compliance reports, and other required documentation. Conduct regular audits of payroll procedures and records to ensure compliance and accuracy.

System Management: Maintain and update payroll systems and records, ensuring data integrity and security. Implement new payroll software or upgrades, ensuring smooth integration and minimal disruption to payroll operations.

Financial Reconciliation: Reconcile payroll accounts and resolve any discrepancies in collaboration with the finance department. Assist in the preparation of financial reports related to payroll expenses.

Employee Support and Communication: Serve as the primary point of contact for payroll-related inquiries from employees, providing timely and accurate responses. Develop and communicate payroll policies and procedures to employees, ensuring understanding and compliance.

Process Improvement: Continuously evaluate and improve payroll processes and procedures to increase efficiency and accuracy.

Stay informed of industry trends and best practices to implement innovative payroll solutions.