ABOUT DELIVEROO

Changing the way the world thinks about food delivery is what we’re all about. That’s why we love bringing amazing restaurant food to people like you – whether it’s juicy burgers, fiery curries or fresh poké bowls.

It’s been been a whirlwind of a journey since our launch in 2013 – we’re now in 13 countries and over 200 cities, with stylish headquarters based in the heart of London and a brand new local HQ in Milan.

As a food obsessed, friendly bunch, we enjoy brainstorming ideas to solve business challenges – and we’re not afraid of making great ones happen fast.

THE ROLE

 

We are looking for a Customer Service Supervisor based in our Milan office. 

 

This is a rare opportunity to become a critical member of a rapidly growing startup. You will be directly responsible for the supervision a team of 40+ customer service agents, guaranteeing a great delivery experience for thousands a users across the country. This is a role for an intelligent, motivated, self starter who is looking for a job that has ample career advancement opportunities. Your role will include:

 

  • Management of the Shift Leaders and the Customer Service Agents that they oversee
  • Tracking of core metrics (KPIs) crucial to the businesses success and customer happiness
  • Regular reporting to the Head of Department on the achievement of the department's KPIs
  • Ongoing revision of the effectiveness of the CS processes and design / implementation of improvements to those processes
  • Aid in the administrative management of the department, including scheduling, hiring, and reporting

REQUIREMENTS

  • Previous experience as a Call Center Coordinator / Team Leader
  • Strong level of English (working proficiency)
  • Leadership skills and a proven ability to motivate coworkers and/or employees
  • Excellent attention to detail
  • Analytical approach to problem solving
  • Capability to meet targets and to guarantee the achievement of the department's KPIs
  • Comfort and calm attitude during stressful situations
  • Strong organizational skills
  • Rapid adaptation to new computer systems (experience working with CRM's and Zendesk is valued)
  • Availability to work evenings and weekends

BENEFITS

  • Being part of one of the fastest growing startups in Europe
  • Ability to have a direct impact on the successful growth of our operations in Italy
  • Open, respectful, fun company culture
  • Attractive compensation
  • Gym and travel allowances
  • Strong focus on your professional development and many opportunities for progression
  • Lots of delicious food!

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