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 five years in, and along the way our team has taken hundreds of ideas from brainstorms to global roll-outs, 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 sink 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 14 countries and +300 cities.
We are growing fast and our focus is to exceed customer service expectations. We are looking for a Senior Customer Care Operations Specialist to help us achieve this goal. As a Senior Customer Care Executive, you manage escalations from the Customer Care team. You’ll follow through with the issue, to ensure that we “close the loop”. You do this by reaching out to other departments and the management team, where necessary. When you see a training opportunity, you would follow up with the learning and development team, so Customer Care agents can be coached accordingly.
YOUR RESPONSIBILITIES INCLUDE:
Review and respond to customer queries using tools such as Zendesk. Including executive and internal escalations - via both Workplace and Gmail in an efficient and timely manner to guarantee customer satisfaction and brand loyalty with every enquiry
Act as an escalation point for any complex or VIP type queries
Support team leaders to facilitate the successful completion of the team's targets and performance goals
Proactively create a presence within Workplace: acknowledging, responding and investigating any Customer Care feedback
Working with Google Sheets and/or Excel to extrapolate data to report and flag Care specific issues.
Assisting in the creation of training material and new agent training as required.
Proactively feed-back any issues to CC team management and be ‘the voice of the customer’
Identify opportunities for continuous improvement and policy refinement within the department and company
Actively participate in team meetings, company activities and development opportunities
Intermediate knowledge of Google tools, Zendesk and Microsoft Office
GDPR and payment related knowledge is preferred
Strong written and spoken English ability
Additional language skills preferred (French / Italian / Spanish / Dutch / Cantonese / Mandarin / Arabic)
Ability to think laterally with great decision making and good knowledge of customer relations
Willingness to take responsibility/ownership of each issue/task that you face
Flexible and nimble to work with tight timeframes
Proven ability to work in a very dynamic, fast-paced entrepreneurial organisation from your own initiative
Adaptable to day-to-day change in relation to tasks assigned to you
WHAT WE OFFER:
Work in a young and dynamic international environment.
Flexible approach to working hours.
An extremely fun team to work alongside.
Have a real impact on our growth and evaluation.
Lots of food!
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, for example 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 start-ups around.