Coordinator, Fleet Health (Non-Live)

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 (Non-live) 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.

The Non-live Agent maintains rider fleet health and smooth operation by managing all non-live inquiries and owning ticket Service Level Agreements (SLAs). Key responsibilities include developing Standard Operating Procedures (SOPs), training agents, monitoring fleet sentiment, and supporting new feature rollouts in the rider app.

• Test and rollout new features in the rider app
• Monitor the fleet’s sentiment
• Address non-live inquiries from riders as the owner of ticket SLAs.
• Create standard operating procedures (SOPs) for non-live tickets.
• Train and educate agents to effectively handle local non-live tickets.
• Undertake additional ad-hoc tasks as assigned.

Qualifications

• Bachelor's Degree in Business or another relevant field.
• At least 1 year of hands-on experience in human resources, administration, or operations.
• Fresh graduates with an appetite for growth and a passion for learning? We'd love to hear from you!
• A self-starter who doesn't just survive but thrives in fast-paced, dynamic environments.
• A numbers person who gets excited about data and metrics.
• Fluency in both written English and Chinese.
• Patient, positive, and ready to bring good vibes to the team.

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