Customer Care Operations Agent - Manchester, United Kingdom - Deliveroo

Deliveroo

Verified Company

Manchester, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Global Live Escalations Operations Agent - Manchester

_ Key Highlights to consider:
_
- _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_
- _This role will work shifts which you can review below._

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 the business interests into consideration.

This is an exciting new team launching in our Manchester office, you'll be the first members of this team in building our new Manchester care function.

Success in this role will require team spirit, a desire to problem solve and to achieve excellence every single day, a customer first mindset and a focus on productivity and respecting deadlines.

All of this will help in making Deliveroo the definitive Food delivery company that everyone thinks of first.

You'll work a 5 day weekly schedule for 37.5 total hours. Shifts are 7.5 hours long and typically fall between 8am and 11pm over a 7 day work week. That means your schedule will regularly include weekend shifts.

What You'll Be Doing

Providing an 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 is 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 create a presence within the workplace, onsite 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. Adheres to company protocols for confidentiality and documentation while promoting self-care and well-being among the team.

Requirements:

Strong written and spoken English (plus required language would be beneficial but not required)
Live chat and phone support experience, with impeccable phone etiquette
Patience, good time management and emotional intelligence are some of the skills you'll need to have to serve our customers
Willingness to take responsibility/ownership of each issue/task that you face
Adaptable to daytoday change in relation to tasks assigned to you. This role is very versatile, your daily tasks and assignments can change quickly during the day
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"
Rotational shift work including evenings & weekends.

Not mandatory, but an advantage:
(applicants without these skills are still encouraged to apply)

Additional language skills (Italian / Cantonese / Mandarin / Arabic) would be a benefit
GDPR and payment related knowledge

Why Deliveroo?

Why Deliveroo? When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour.

Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us.

We want to be the definitive food company - the app you go to any time you have a hunger pang.

We are transforming the way people think about food.

We're a technology driven company at the forefront of the most rapidly expanding industry in the world, so come and join us for the ride.

Benefits And Diversity

Pay:
£26,000 and bonus + benefits

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, fam