Associate, Customer Support
- Analyze customer dispute cases to understand the underlying issues and prepare comprehensive case summaries.
- Coordinate with the Legal team to collect evidence, prepare documentation, and support case management.
- Represent foodpanda at consumer court hearings and other legal proceedings whenever required.
- Investigate customer complaints to identify operational gaps and root causes.
- Drive initiatives and improvement projects to eliminate recurring customer pain points and reduce future dispute cases.
- Collaborate closely with Customer Experience, Legal, Finance, Commercial, Marketing, Logistics, Product, and other internal stakeholders to improve customer experience.
- Partner with regional teams on strategic customer experience initiatives and dispute prevention projects.
- Track dispute trends, prepare reports, and present actionable insights to stakeholders.
- Ensure compliance with internal policies, legal requirements, and regulatory standards.
- Continuously identify opportunities to improve processes, policies, and customer communication.