Service Operations Coordinator - Additional Language Premium for German & Czech speakers

Company Description

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 foodpanda’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 German OR Czech 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.