Foodpanda Pakistan Jobs Lead Customer Engagement Specialist

Foodpanda Pakistan Jobs Lead Customer Engagement Specialist

Position: Lead – Customer Engagement Specialist
Company: Foodpanda
Location: Karachi

JOB DESCRIPTION: We are seeking a talented individual to join our team as a Lead – Customer Engagement Specialist who will play a critical role in driving key Foodpanda initiatives while coordinating with BPOs to ensure that all relevant service levels and KPIs are met. In this role, the Lead – Customer Specialist will represent Foodpanda and its customers and partner closely with the BPO Quality and training team to ensure quality and training front to improve overall experience.


  • Liaise and act as a custodian at the BPO site to understand and roll out SOP changes, align key business priorities and carry out customer facing initiatives.
  • Partner with key stakeholders including various business leaders, clients/investors, and vendors to ensure business objectives and SLA’s related to the operation are achieved.
  • Closely work with BPO partners to design evaluation and training programs and monitor the metrics defined for success.
  • Prepare and publish accurate data reports to gauge true performance of customer metrics and subsequently improve functions for the company.
  • Perform customer interaction monitoring and metric evaluation to identify areas of process/agent opportunities.
  • Perform continuous process mapping to improve SOP and overall customer experience.


  • Master’s in Business Administration.
  • 2-3 years of professional experience working in a supervisory role.
  • Strong understanding of process mapping & customer journey mapping.
  • Good understanding of quality tools and systems.
  • Ability to interpret customer metrics and drive actionable changes.
  • Strong analytical and communication skills.
  • Proficient in English in both oral and written.
  • Willing to take on additional tasks assigned.
  • Performance driven and ability to work under minimal supervision.

How to Apply: Send CVs at “[email protected]” mentioning “Lead – Customer Engagement Specialist” in the subject line.

Foodpanda Pakistan Jobs Lead Customer Engagement Specialist

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