Italian Speaker - Global Escalations Operations Agent
Customer Care
Main Office, Manchester, United Kingdom
Permanent
About the Role
Our Customer Care team’s mission is to ensure our customers receive the highest quality of care from anywhere across the globe where they might find themselves using Deliveroo, acting as an escalation point and support hub for care-related matters. As a Customer Care Operations Agent, you’ll be working on some of our most complex and sensitive issues, providing our customers with the best possible outcome whilst taking both customer and business interests into consideration. This is an exciting new team launching in our Manchester office, and you'll be the first member of this team to build our new Manchester care function.
Key Highlights
* Hybrid Role (3 days within our Manchester Office)
* Please note we are unable to offer visa sponsorship for this position
* Pay: £26,000 and bonus + benefits
* Although prior experience in a customer service setting is advantageous, we welcome individuals with a background in hospitality and retail. Candidates should be able to effectively demonstrate their ability to surpass customer service standards, possess a strong aptitude for stakeholder management, and showcase proficient computer skills.
What You’ll Be Doing
* Providing effortless premium service to our customers on Live chat Zendesk and Amazon Connect (phone) by reviewing, investigating, and responding to their escalated queries, aiming for a first contact resolution when possible.
* Taking ownership of your performance by understanding and consistently achieving your productivity, quality, and schedule adherence goals with the help of your Team Leader.
* Being a positive and active team player and working hard to ensure the Global Escalation team resonates with excellence.
* Acting as an escalation point for any complex queries from our frontline Care teams and markets by either call, chat, or Zendesk ticket.
* Managing internal escalations via our Corporate Social Network channel and Gmail in an efficient and timely manner to guarantee customer satisfaction and brand loyalty with every enquiry.
* Proactively creating a presence within the workplace, on-site and on Slack: acknowledging, responding, and investigating any Customer Care feedback.
* Proactively escalating and communicating any issues to the Care team management.
* Identifying opportunities for continuous improvement and policy refinement within the department and company.
* Actively participating in team meetings, company activities, and development opportunities.
* Sensitivity to Customer Needs: Demonstrates empathy and resourcefulness when addressing customer concerns, particularly those of a sensitive nature.
Requirements
* Strong written and spoken Italian, English written and spoken intermediate to expert.
* Live chat and phone support experience, with impeccable phone etiquette.
* Patience, good time management, and emotional intelligence are essential skills for serving our customers.
* Willingness to take responsibility/ownership of each issue/task that you face.
* Adaptable to day-to-day changes in relation to tasks assigned to you.
* Intrigued by complex situations rather than overwhelmed by them.
* Trustworthiness – Deliveroo wants honest workers who are capable of handling sensitive personal information.
* Attention to detail – spotting small changes and things that “just don’t seem right.”
* Not mandatory, but an advantage: Additional language skills (Italian / Cantonese / Mandarin / French) would be a benefit.
* GDPR and payment-related knowledge.
Why Deliveroo?
At Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. We are committed to diversity, equity, and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know.
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