Service Operations Coordinator

4 days ago

Budapest, Budapest, Hungary foodora Full time €35,000 - €45,000 per year
Company Description

foodora is part of the Delivery Hero Group, the world's pioneering delivery platform. Our mission is to provide a fantastic ordering experience - fast, easy, and right to your doorstep.

We operate in more than 70 countries around the globe. Delivery Hero Group is headquartered in Berlin, Germany, and has been listed on the Frankfurt Stock Exchange since 2017, as part of the MDAX index.

Job Description

We are looking for a detail-oriented and proactive Service Operations Coordinator German speaker 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.

 

Deine Aufgaben:

  • Du übernimmst tägliche Service-Operations-Aufgaben, um die Teamziele zu unterstützen und die Servicelevel zu erfüllen.

     

  • Du überwachst wichtige Leistungskennzahlen (KPIs) und trägst durch Genauigkeit, Schnelligkeit und Qualität zur Zielerreichung bei.

     

  • Du eskalierst komplexe operative Probleme und verfolgst sie nach, um eine Lösung und Prozessverbesserungen sicherzustellen.

     

  • Du pflegst Prozessdokumentationen und unterstützt die Einhaltung von Standardarbeitsanweisungen (SOPs).

     

  • Du unterstützt die Umsetzung neuer Initiativen und Prozessänderungen zur Verbesserung der Service Effektivität.

     

  • Du trägst zu einem positiven, kollaborativen Teamumfeld bei, das die Werte von foodora widerspiegelt.

     

  • Du kommunizierst klar mit internen Stakeholdern und externen Partnern, um operative Abstimmung und Transparenz sicherzustellen.

     

  • Du hältst dich über relevante Tools, Systeme und Produktupdates auf dem Laufenden.

     

  • Du gibst rechtzeitig Updates zu Aufgaben, Herausforderungen und Ergebnissen an Team Leads und Stakeholder.

     

  • Du hilfst Kund*innen bei ihren Anliegen und bietest exzellenten Kundenservice.

     

  • Du koordinierst zwischen Kunden, Händlern, Riders und anderen Teams, um tägliche operative Probleme schnell und effektiv zu lösen.

     

  • Du hörst aufmerksam zu, zeigst Empathie und baust eine gute Beziehung zu den Kund*innen auf.

     

  • Du führst proaktive Nachverfolgungen durch, um eine effiziente Bearbeitung von Kundenanfragen sicherzustellen.

     

  • Du hältst Qualitätsprozesse ein, um einen genauen und zeitgerechten Service zu gewährleisten.

     

  • Du bearbeitest Beschwerden und findest passende Lösungen innerhalb der vorgegebenen Zeit.

     

  • Du arbeitest an persönlichen und gemeinsamen Teamzielen in einem dynamischen, schnelllebigen Umfeld.

     

Qualifications

Dein Profil:

  • Abgeschlossene Ausbildung, Studium oder eine vergleichbare Qualifikation von Vorteil.

     

  • 1–3 Jahre Erfahrung im Contact Center oder Kundenservice, idealerweise im E-Commerce, Quick Commerce oder Tech-Umfeld.

     

  • Sehr gute Kommunikationsfähigkeiten in Deutsch und Englisch, schriftlich und mündlich.

     

  • Sicherer Umgang mit Google Workspace oder Microsoft Office.

     

  • Erfahrung mit CRM-, Ticketing- oder Operations-Systemen ist ein Plus.

     

  • Hohe Detailgenauigkeit und Fähigkeit, Aufgaben zuverlässig nachzuverfolgen.

     

  • Wohlfühlend in einem schnelllebigen Umfeld mit wechselnden Prioritäten.

     

  • Teamorientierte Arbeitsweise mit Problemlösungsmentalität und Lernbereitschaft.

     

  • Grundverständnis von Servicemetriken und operativen KPIs.

     

  • Erfahrung im Reporting, mit Dashboards oder datenbasierter Entscheidungsfindung ist von Vorteil.

     

  • Kenntnisse in COPC, Six Sigma oder SQL sind ein Bonus, aber nicht erforderlich.

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