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- Responsible for managing day to day operations, ensuring foodpanda’s customer service team availability.
- Collaborate and partner with the Supervisor managing the overall performance of the assigned subgroup within foodpanda’s customer service team in delivering key performance indicators in the following areas: Quantity of Work, Quality of Work, and Customer Impacting metrics
- Being able to identify gaps or opportunities and be able to present solutions or actions via projects or process improvements
- Collaborate with Inter-department resources to fulfill or address issues and challenges within the customer service environment
- Responsible for managing Internal escalations or any external - government escalations
- Responsible for and handling escalations from customers on different channels
- Able to identify root causes and create detailed incident reports and solutions to improve processes and gaps
Experienced as a Sr. Customer Service Associate of at least 3 years
Strong Written and Verbal communication skills
Strong understanding of Service Level - KPI, Customer Satisfaction and Net Promoter Score
Strong analytical and problem-solving skills.
Intermediate knowledge in using Microsoft Office and/or GSuite Applications
Intermediate skills in Presentation or reporting
Strong understanding of teamwork, root cause analysis
Skills Required
- At least 3 years of experience as a Senior Customer Service Associate
- Strong written and verbal communication skills
- Understanding of service-level KPIs, customer satisfaction, and Net Promoter Score
- Strong analytical and problem-solving skills
- Intermediate knowledge of Microsoft Office and/or GSuite applications
- Intermediate presentation or reporting skills
- Understanding of teamwork and root cause analysis
Delivery Hero Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Delivery Hero and has not been reviewed or approved by Delivery Hero.
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Wellbeing & Lifestyle Benefits — Wellbeing and everyday support include on-site gym access in Berlin, discounted sports memberships, commuter help, and food vouchers, with hybrid flexibility enhancing day-to-day experience. Feedback suggests these lifestyle perks meaningfully bolster the total package for many corporate roles.
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Healthcare Strength — Mental health and preventive care are emphasized through an Employee Assistance Program, a Headspace subscription, and on-campus health check-ups, with guidance for navigating healthcare in Germany. Some locations also highlight private health insurance, adding depth to the health offering.
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Equity Value & Accessibility — Ownership programs feature an employee stock purchase plan with a matching component, and equity is common across corporate roles. Feedback suggests this accessible equity can be a notable part of total compensation in key hubs.
Delivery Hero Insights
What We Do
As the world’s leading local delivery platform, our mission is to deliver an amazing experience, fast, easy, and to your door. We operate in over 70+ countries worldwide, powered by tech but driven by people. As one of Europe’s largest tech platforms, we enable ambitious talent to deliver solutions that create impact within our ecosystem. We move fast, take action and adapt. No matter where you’re from or what you believe in, we build, we deliver, we lead. We are Delivery Hero
