ABOUT DELIVEROO

Deliveroo is on a mission to transform the way the world thinks about food delivery. It’s not a chicken chow mein and a night on the sofa anymore, it’s your favourite local restaurant, it’s a dinner party, a date.

We’re four years in, and along the way our team have taken hundreds of ideas from brainstorms to global rollouts, like Deliveroo Editions bespoke kitchens designed to host a locally curated selection of restaurants. Editions are our solution to ensuring that our customers have access to the best of the food scene, no matter where they live. 

And that’s just what we’re like at Deliveroo, no compromise allowed and lots of food inspired challenges to get your teeth into. Out of the box thinking is actively encouraged and we move quickly to make great ideas happen. We’re energetic, fast-paced and blow off steam with free for all Friday lunches.

It’s a formula that’s working too we’re bringing great food to customers in 12 countries and over 200 cities. 

RESPONSIBILITIES

We’re looking for a great Customer Service Supervisor to join our growing Customer Experience department.  

You have to be very proactive in this role with the ability to solve problems on the spot and think outside the box - ludicrous ideas welcome! You need to have a fun personality, make the team laugh, all whilst setting a great example and maintaining a professional working relationship. 

Your role will include but not limit to:

 

  • Monitoring the customer experience from order placement through to delivery completion.

  • Proactively liaising with riders / restaurants to ensure orders run smoothly.

  • Providing feedback to the rest of the Customer Care team to ensure that all issues are resolved quickly.

  • Investigating and resolving customer complaints and queries – particularly those of an escalated nature

  • Ensure constant clear communication within the Customer Care team to uphold complete transparency with new processes, issues, general updates etc.

  • Supervising a large team of customer care associates. This also includes motivating them and keep spirits high to ensure targets are met.

  • Continuously monitor the metrics of the team - % of late orders, average delivery time and speed of response / efficiency in dealing with customer enquiries.

  • Identifying issues with processes or gaps in data and tackling it. This then needs to be clearly communicated to your manager - along with a tangible solution.

  • Taking ownership of any tasks set and ensure all deadlines are met by being super organised!

  • Reviewing the current operation and working with the manager to set up new processes to streamline and improve the customer experience.

  • Leading the team in the absence of the Manager - this will include reporting to Head of Customer Operations, attending team meetings, firmwide meetings, international CS meetings and more!

 

Requirements

  • Diploma or above in any disciplines (or have relevant life experience!)

  • Must be fluent in both written and verbal English and Chinese

  • Previous QA experience is a plus

  • 2 years specifically in Customer Care preferably at team/shift leader level or above

  • Customer Service systems knowledge is a plus (Zendesk, Zopim, NVM..)

  • Proven ability to work in a very dynamic, fast-paced entrepreneurial organisation with little supervision

  • Strong planning and organizational skills as well as attention to detail

  • Proven ability to achieve numerous goals in a timely manner, exercising good judgment and sound decision-making skills

  • Excellent interpersonal skills with the ability to adjust to different ways of learning

  • A sense of humour

 

BENEFITS

  • Competitive Holidays

  • 5 Days Work Scheme

  • Health Insurance

  • Dental Insurance

  • Gym Reimbursement

  • Fun working environment

  • Regular team activities

  • Access to Deliveroo Plus (no delivery fee on all Deliveroo orders)

  • Every Friday we order lunch for everyone from restaurants on the Deliveroo platform

 

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing startups around.

 

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