Shift Lead - Customer Service

Delivery Hero
Dhaka
Workplace: OnsitePart timeFunction: Customer Support (Service Desk)Skills: ["Problem-solving","Time management","Team management","Reporting"]

Lead a customer service shift by handling inbound and outbound chats, calls, and cases to resolve customer issues. Ensure tasks are completed on time with strong problem-solving. Manage a team of customer service agents, and prepare KPI/performance reports for management review. Follow the order processing system from the back end, while working 6 days with 6-hour shifts in different schedules.

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FursaFursa
Delivery Hero
Delivery Hero
18 hours ago

Shift Lead - Customer Service

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Lead a customer service shift by handling inbound and outbound chats, calls, and cases to resolve customer issues. Ensure tasks are completed on time with strong problem-solving. Manage a team of customer service agents, and prepare KPI/performance reports for management review. Follow the order processing system from the back end, while working 6 days with 6-hour shifts in different schedules.
Location: Dhaka
Workplace: Onsite
Employment Type: Part time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Attend to inbound and outbound chats/calls/cases to solve customer issues.
  • •Ensure assigned tasks are completed according to timeline.
  • •Manage a team of customer service agents.
  • •Prepare KPI and performance reports for management review.
  • •Follow the order processing system from the back end while supporting customer service activities.

Key Requirements

  • •Problem-solving skills to handle inbound and outbound chats, calls, and cases effectively.
  • •Follow timelines for assigned tasks when resolving customer issues.
  • •Manage a team of customer service agents during the shift.
  • •Prepare KPI and performance reports for management review.
  • •Be able to follow the order processing system from the back end and work 6 days (6 hours/day) in different shifts.
Skills:Problem-solvingTime managementTeam managementReporting
Languages:English
Tech Stack:Order processing system

Company Brief

Delivery Hero
Global online food-ordering and local delivery platform operating multiple regional brands (e.g., Foodpanda, Glovo, Talabat) across 50–70+ countries, supplying food and quick-commerce deliveries via marketplace and logistics services.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Berlin, Germany
Founded: 2011
Glassdoor
Glassdoor: 3.4
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