Global Escalation Operations Specialist (12 Month FTC) London, England
Job description
Complaint Handler Generalist (12 month FTC)
Hybrid Role ( 2 days within Central London HQ Office)
*Please note we are unable to offer visa sponsership for this position*
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 Generalist, 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.
Success in this role will require immense curiosity, a desire to problem solve, a customer first mindset and a focus on getting things done. All this will help in making Deliveroo the definitive Food delivery company that everyone thinks of first.
What you'll be doing
- Reviewing and responding to customer queries using tools such as Zendesk and Amazon connect
- 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
- Acting as an escalation point for any complex queries from our frontline Care teams and markets by either call, chat or Zendesk ticket
- Being an active team player and working hard to ensure the team meets their relevant targets
- Proactively create a presence within the workplace: 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
Requirements
- Strong written and spoken English (plus required language would be beneficial but not required)
- Willingness to take responsibility/ownership of each issue/task that you face
- Adaptable to day-to-day change 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"
- 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: £23,000 - £24,000
At Deliveroo we know that people are the heart of the business and we prioritize their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.
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 judgment 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 in an incredibly exciting space.
