Vendor Care Executive (Customer Care)
Expectations - Duties, Responsibilities
- Act as the main contact person for our top vendors, identify and attack problem areas and build a strong loyalty between foodpanda and the restaurant owners
- Negotiate deals, exclusivity, implement branding, sell packaging, to improve foodpanda's visibility and develop their online takeaway orders
- Collaborate with different departments to improve vendor’s performance and solve problems
- Offer new services, premium access, renegotiate commission to support revenue stream
- Be accountable for personal targets being achieved in a timely manner
- Minimum bachelor’s degree in business or related field
- At least 1 year of experience in Sales or Account Management (fresh grads will be considered)
- Social character with a positive attitude towards new challenges and a hands-on mentality
- Strong analytical skills with structured problem-solver ability (experience with CRM tool is a plus)
- Prior experience in cold calling / sales / support sales are a plus
- Independent, hardworking and confident self-starter
- Khmer National only, with fluency in written & verbal communication skills in English and Khmer (ideally Chinese)
Process QC Analyst
Position Summary Expectations - Duties, Responsibilities
Position Summary
Quality Assurance analysts are senior analysts who audits 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 experience through providing feedback on SOP, Process and agent behaviour
- Auditing a team of front-line agents across channels like Chat, Call & Email for transaction quality and SOP adherence for Customer service, partner service & dispatch
- To maintain desired levels of productivity & accuracy on audits performed by self
- To coach front line agents on overall SOP, Process and new changes
- To co-own SOP & be responsible for cascading new information/ updates within the team & BPO partners in a seamless fashion. Own relationship between SOP updates & impact on scorecard for non-adherence
- Performs call monitoring and provides trend data to site management team.
- Uses quality monitoring data management system to compile and track performance at team and individual level.
- Performs monitors of customer care / vendor & dispatcher email responses.
- Participates in call listening/ interaction deep dive programs to identify customer needs and expectations.
- Provides actionable data to various internal support groups as needed.
- Provides feedback to call center team leaders and managers.
- Prepares and analyzes internal and external quality reports for management staff review.
- Perform other duties as assigned.
- Participate in calibration calls to improve overall understanding & usage of QA Scorecard
- Problem solving skills in handling complaints effectively and efficiently, play an integral role in resolving for disputes raised on quality audits by Operations teams & BPO partners
- Good reporting skills & thorough understanding of paybox
- 2-3 years Call Center Experience
- Bachelor Degree a plus
- Excellent verbal, written and interpersonal communication skills;
- Outstanding customer service skills and dedication to providing exceptional customer care;
- Must be self-motivator and self-starter;
- Focus on quality and customer service;
- Exceptional listening and analytical skills; Solid time management skills;
- Must be able to effectively deal with people at all levels inside and outside of the Company;
- Ability to multitask and successfully operate in a fast paced, team environment;
- Must adapt well to change and successfully set and adjust priorities as needed;
- Must be proficient with Microsoft Office (intermediate Word, basic Excel);
- Bi-lingual a plus
Head of Sales
Expectations - Duties, Responsibilities
- Responsible for obtaining profitable results through the sales team by developing the team through motivation, counselling, skills development and product knowledge development.
- Manage the sales administration function, operational performance reporting, streamlining processes and systems wherever possible, and advising senior management on maximising business relationships and creating an environment where customer service can flourish.
- Responsible for managing the growing sales team, developing a business plan covering sales, revenue, and expense controls, and promoting the organisation’s presence throughout the country.
- Assist in the development of the annual sales plan and achievement of KPIs
- Responsible for monitoring the performance of the sales team by establishing processes involving system of reports and communications
- Personally observe the performance of the whole sales team on a regular basis.
- Bachelor's/College Degree in Business Studies/Administration/Management, Mass Communications, Marketing or equivalent.
- Proven sales experience preferably with F&B industry or in e-commerce or start-ups
- Track record of over-achieving quota
- Experience working with Salesforce.com or similar CRM
- At least 8 years of working experience in the related field is required for this position
- At least 5 years of experience managing a team
- Familiarity with different sales techniques and pipeline management
- Strong communication, negotiation and interpersonal skills
- Self motivated and driven
Sales Executives
Position Summary Expectations - Duties, Responsibilities
This role will be based in Phnom Penh and will report to the Head of Sales.
- Represent foodpanda as a brand ambassador in negotiating terms and conditions with prospective restaurant partners
- Forecast sales, develop “out of the box” sales strategies/models and evaluate their effectiveness
- Understand and meet the needs of our potential partners and build a trusting relationship
- Exceed sales targets & performance-based goals while working independently
- Scour the market to identify new partnership opportunities, assist in improving inventory in new and existing coverage regions
- Strong communication, negotiation, and interpersonal skills
- Self-motivated and driven
- Fun, open and charismatic personality with willingness in taking new challenges
- Proven sales experience, with prior experience in cold-calling/sales support / inside sales
- Familiarity with different sales techniques and pipeline management
- Computer use competency, but not a must
- Preferably 1-4 Yrs Experienced Employees specializing in Sales - Retail/General or equivalent.
- Very motivated fresh graduates are welcome to apply
- Fluent in Khmer with good English skills
Sales Intern
Expectations - Duties, Responsibilities
- Work with the Sales Team to collect documents & complete information required to move forward to the next step faster.
- Communicate with Vendors to confirm correct information, location and work with internal team to process document on time and correct
- Provide feedback for improvement based on the mistakes that we have made.
- 4th years students or fresh graduate is a plus
- Spoken and written in Khmer and English (chinese is a plus)
- Able to work with difference team members, supplier, freelancers, Customers and other
- Able to provide good service to make sales department reach out the target required
- Good team player and work hard
- Able to use computer for organizing, producing and making report
- Able to work both inside and outside office environment and willing to join difference event for improvement sales activities
Marketing Intern
Expectations - Duties, Responsibilities
- Assist Marketing Manager to manage activities by following marketing plan
- Making sure information are up to date and support team
- Finding supplier that meet the budget of company
- Working on improvement and creating something new that attract more people to expand foodpanda brand
- 4th years students or fresh graduate is a plus
- Spoken and written in Khmer and English (chinese is a plus)
- Able to work with difference team members, supplier, freelancers and other
- Able to provide good service to make marketing department reach out the target required
- Good team player and work hard
- Able to use computer for organizing, producing and making report
- Able to work both inside and outside office environment and willing to join difference event for improvement marketing activities
Chinese Translator Intern
Expectations - Duties, Responsibilities
- Translate documents from Khmer & English to Chinese
- Able to do translation when customers requested like visit their vendor and explain foodpanda business corporate.
- Work with a related department to develop documents that need for business like forms, process …
- Able to train vendor on how to use equipments in Chinese, Khmer & English
- Able to collect feedback and make report for team leader
- Note: this position needs 3-5 people to work on so please share with anyone who wants to be part of the foodpanda to apply.
- College degree or above, spoken and written chinese required
- Proactive and flexible
- Willingness to learn new skills
- Ability to work in multicultural environment
City Managers
Expectations - Duties, Responsibilities
- Find the potential location for foodpanda’s new city branch
- Take ownership of the launch of a new segment
- To establish, maintain and manage good relationship with the customers, vendors, and prospects and be committed to delivery of the highest level of service
- Hiring and managing delivery motorbike riders fleet
- Hire, train and develop local team of cashiers, delivery captains, couriers and others
- Handle onboarding and offboarding of riders and dispatchers
- Coordination with cross functional departments to ensure full spectrum of smooth launch (marketing, operations, sales and finance)
- Ensure that service levels are maintained (keep in mind fail rates and delivery times)
- Measure performance and growth using appropriate system, tools and techniques (SQL)
- Bachelor's degree in business, economics, or related field.
- 3 - 5 years’ experience in operations and management
- High level of independence, self confidence and responsibility
- Experience working in a fast paced and dynamic environment
- Able to work cohesively, detail-oriented, organized with the ability to multitask
- Be able to Relocate to another province
- Khmer Native Only with proficiency in English
Sales Managers/ Supervisors
Expectations - Duties, Responsibilities
- Responsible for obtaining profitable results through the sales team by developing the team through motivation, counselling, skills development and product knowledge development.
- Manage the sales administration function, operational performance reporting, streamlining processes and systems wherever possible, and advising senior management on maximising business relationships and creating an environment where customer service can flourish.
- Responsible for managing the growing sales team, developing a business plan covering sales, revenue, and expense controls, and promoting the organisation’s presence throughout the country.
- Assist in the development of the annual sales plan and achievement of KPIs
- Responsible for monitoring the performance of the sales team by establishing processes involving system of reports and communications
- Personally observe the performance of the whole sales team on a regular basis.
- Bachelor's/College Degree in Business Studies/Administration/Management, Mass Communications, Marketing or equivalent.
- Proven sales experience preferably with F&B industry or in e-commerce or start-ups
- Track record of over-achieving quota
- Experience working with Salesforce.com or similar CRM
- At least 8 years of working experience in the related field is required for this position
- At least 5 years of experience managing a team
- Familiarity with different sales techniques and pipeline management
- Strong communication, negotiation and interpersonal skills
- Self motivated and driven
Fleet leaders
Position Summary Expectations - Duties, Responsibilities
Position Summary
As Area Manager, your role will be to maintain day-to-day fleet operations and maintain good recruitment procedures.
- Rider Supply
- Assist with the overall rider onboarding process for new riders
- Perform general administrative duties and manage onboarding/offboarding processes
- Update and maintain the applicants' record system on a daily basis
- Provide excellent service to external and internal applicants to ensure positive onboarding experience through front end excellence and FreshDesk customer service
- Coordinate and follow-up on applicants' recruitment processes
- Other ad-hoc duties as assigned
- Fleet Management
- Supervise equipment collection and riders onboarding
- Manage inventory for fleet and office and report any issues to HQ
- Communicate closely with other teams (e.g. call centre, dispatching, HR and finance team)
- Perform any newly developing fleet management activities
- Rider Support (FreshDesk)
- Maintaining a positive, empathetic and professional attitude toward riders at all times
- Responding promptly to riders inquiries
- Acknowledging and resolving riders tickets
- Knowing our products inside and out so that you can answer questions
- Communicating and coordinating with Head Office as necessary
- Providing feedback on the efficiency of the customer service process
- Native Khmer speaker with good command of English language
- Self-confident natural leader with high sense of responsibility and ability to work independently
- Strong IT skills: confident user of Excel, Google documents, spreadsheets, and smartphone apps
- Good understanding of Phnom Penh areas and street system.
- Excellent people management skills: experience in coordinating teams and being responsible for more than 10 people is a must!
- Ability to work under pressure, handle stress, and handle many people with different personality type, diverse levels of education and abilities is very important.
- Knowledge of labour regulations and basic accounting principles are a plus
- Experience with logistics and last-mile delivery are preferred
- Can-do attitude, problem solving skills and passion for the food industry.
Operation Coordinator
Position Summary Expectations - Duties, Responsibilities
Position Summary
As our Operations Manager - Fleet Management and Rider Acquisition, you will be responsible for setting up and optimizing processes, while running the day to day operations of the business:
- Leading our rider fleet - Manage a team of Area Managers/Recruiters and make sure your rider acquisition KPIs and daily operations are optimal
- Analytics – Analyze and track KPIs to improve rider performance and compliance, and take customer experience to the next level!
- Strategy – Proactively proposing new strategies, planning and setting a timeline for execution
- Product implementation and improvement – Roll out new features to improve operational efficiency and rider experience.
- Ensure proper supply/demand match, whilst maintaining target Service Levels
- Supporting commercial projects with operational guidance and resources.
- Optimising operations through innovation and process development.
- Supervising the day-to-day work of operations support staff.
- Close collaboration with the Rider Recruitment team
- Reviewing, refining and documenting processes and best practice
- You have successfully completed a Bachelor’s degree
- You have at least 1 year of work experience in an operational role, logistics exposure would be preferred
- You have strong leadership and communication skills, work independently and are reliable
- You are process oriented and data driven
- Experience with Microsoft Office, especially Excel, or Google equivalents
- Your knowledge of the internet and e-commerce sector is impressive and you are driven and ambitious
- You are very proactive and could lead independent projects
- Fluent in Khmer with excellent English skills
HR Executive
Position Summary Expectations - Duties, Responsibilities
What we offer:
- Enjoyable, dynamic and challenging working environment
- Responsibility from day one in a fast-growing global company
- Work phone
- Employee Discount Codes
- Regular company and team events
- Employer of choice
- Responsible for recruitment, interviewing, selection and placement of our future pandas
- Coordinate new hire on-boarding, orientation and probation review
- Identify potential employee-relations issues and make recommendations to resolve them
- Be a brand ambassador by representing and building foodpanda as the employer of choice in Cambodia.
- Solve a range of straightforward HR problems; analyse and recommend possible solutions using standard procedures.
- Improve and maintain the internal employees' satisfaction
- Provide technical and logistical support for all administrative personnel
- Training & Development
- Manage training programs to ensure the growth of employees and meeting the company goals.
- Implement customer service standards and evaluate employees based on their ability to meet those standards
- Compliance Management
- Set up a compliance system to ensure we are following the labour and other regulation requirements.
- Serve as the liaison between administrative personnel and senior management, communicating needs and concerns so they can be handled expeditiously Compensation & Benefit
- Ensure timely employee benefits enrolment, review and renewal process
- Handle payroll calculations and month-end reporting submission
- At least 3-4 years relevant experience in Human Resources
- Familiar with local Cambodia employment & labour laws
- Self-motivated, possess the ability to take initiative
- Good stakeholder management skills and willing to go the extra mile
- Fluency in English
- Outstanding interpersonal and communication skills
- Strong interpersonal skills, working both independently and as a part of a team
- Proficient in the use of Microsoft Office, and other related software
