Coordinator, Fleet Health (Quality)

Company Description

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 around 65 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.

Job Description

We are now looking for a Fleet Health Coordinator (Quality) to join our team that works with our couriers. In this role, you will play a key part in ensuring that foodpanda meets our goals in terms of quality and efficiency. The Logistics department is responsible for the entire lifecycle of our couriers—from recruitment and onboarding to engagement and reactivation—while also ensuring that every courier has a positive experience with foodpanda. As a Quality Specialist, you will be in charge of making sure our rider service guidelines are followed by riders and review the set of guidelines regularly depending on rider behaviours and performance, with a clear goal of ensuring we are delivering quality services to foodpanda customers. This role is open only to HK Locals/PRs.

Key Responsibilities

• Monitor rider service levels and investigate breaches or appeals when necessary
• Enforce rider service guidelines to mitigate incidents and uphold operational standards
• Examine high level escalated rider issues and conduct full investigations
• Ensure smooth investigation and handling processes
• Ensure accurate reporting and documentation
• Address online inquiries from riders as the owner of ticket SLAs
• Track your KPIs and ensure they are met
• Collaborate with other departments to ensure a holistic approach to rider quality

Qualifications

• Minimum 1 year of proven experience in Customer Service, admin, operations or HR roles, ideally within the logistics, e-commerce, or tech industries
• Experience working with KPIs and performance management
• Knowledge of G-suite is required, while data skills such as SQL/BigQuery are preferred
• Strong attention to detail, able to demonstrate logical mindset and accountability

Additional Information

What We Offer

• A dynamic and challenging working environment
• Responsibility from day one in a fast-growing and global company
• A vibrant and international team with diverse backgrounds