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 foodora’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.
REQUIREMENTS
- 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 either Finnish, or German 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
OFFER
- SZÉP card
- Medicare health insurance
- Metlife life and accident insurance
- foodora business budget amount
- foodora pro subscription
SKILLS
Customer Oriented
Problem Solver
Good Communication Skills - Written And Oral
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