Service Operations Coordinator

Job DescriptionWe're looking for full-time Service Operations stars to join our team! At foodora, we (almost) never sleep — we’re open every day from 10:00 to 22:00, including weekends and public holidays. That means we need team members who are flexible and willing to work across daytime, evenings, weekends, and holidays. 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. Your journey begins with mandatory in-person training, spread across one month from our office. The next training starts on 17th of August, and full attendance is required. What You’ll Do 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 customerPerform 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.Help us raise the bar — and grow with us. If you're eager to learn, lead, and make an impact, you’ll find fantastic growth opportunities at foodora.