Associate, Customer Support

About foodpanda

foodpanda is part of Delivery Hero Group, a global local delivery platform operating across around 65 countries. Headquartered in Berlin, Germany, Delivery Hero focuses on creating fast, easy, and reliable delivery experiences for customers worldwide.

Key Responsibilities

• Analyze customer dispute cases to understand 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 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.