Service Operations Coordinator

A foodora, a Delivery Hero Group része, mely a világ úttörő kézbesítési platformja. Küldetésünk, hogy fantasztikus rendelési élményt nyújtsunk– gyorsan, egyszerűen és egészen az ajtóig. Világszerte több, mint 70 országban működünk. A Delivery Hero Group székhelye Berlinben, Németországban található, továbbá 2017 óta szerepel a frankfurti tőzsdén, és az MDAX tőzsdeindex része.

Job Description
We are looking for a detail-oriented and proactive Service Operations Coordinator to support the smooth execution of day-to-day service operations. In this role, you will play a key part in delivering efficient, high-quality support to customers and partners while ensuring adherence to established processes and service standards. You'll collaborate closely with internal teams and BPO partners to contribute to a culture of operational excellence and continuous improvement.

WHAT YOU WILL OWN:

• Handle daily service operations tasks to support overall team goals and ensure service levels are met.
• Monitor key performance indicators (KPIs) and contribute to operational targets by maintaining accuracy, speed, and quality.
• Escalate complex operational issues and follow up to ensure resolution and process improvement.
• Maintain process documentation and support standard operating procedure (SOP) adherence.
• Support implementation of new initiatives and process changes aimed at improving service effectiveness.
• Contribute to a positive and collaborative team environment that reflects foodora's values.
• Communicate clearly with internal stakeholders and external partners to ensure operational alignment and transparency.
• Stay informed on relevant tools, systems, and product updates to effectively carry out tasks.
• Provide timely updates on tasks, blockers, and outcomes to team leads and relevant stakeholders.
• Assist customers with their issues with excellent customer service.
• Coordinate between customers/vendors/riders and other teams to identify and troubleshoot daily operational issues swiftly and effectively.
• Listen attentively to customer needs/concerns and demonstrate empathy while maximising the opportunity to build rapport with the customer
• Perform proactive follow-up with other support team members to ensure efficient resolution of customer requests.
• Adhere to the quality process set to ensure that we are providing accurate and timely service to the customers.
• Handle complaints and provide appropriate solutions and alternatives within the allocated time.
• Work on personal and team goals as part of a dynamic team in a fast-paced environment.

Qualifications

• Diploma, Degree, or relevant qualification in any field preferred.
• 1–3 years of experience in a contact center or customer service role, preferably within e-commerce, quick commerce, or tech industries.
• Strong communication skills in either Norwegian/Finnish/German AND English, both written and verbal.
• Comfortable using tools such as Google Workspace or Microsoft Office.
• Familiarity with CRM, ticketing, or operations platforms is a plus.
• Strong attention to detail and ability to follow through on tasks.
• Comfortable working in a fast-paced environment with shifting priorities.
• Team player with a problem-solving mindset and a willingness to learn.
• Basic understanding of service metrics and operational KPIs.
• Experience with reporting, dashboards, or using data to guide decisions is a plus.
• Knowledge of COPC, Six Sigma, or SQL is a bonus but not required.
• Flexible to work rotating shifts, including early mornings, evenings, weekends, and public holidays, in line with EU and Hungarian labor regulations.