Associate, Customer Support

Job description

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. foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.