Senior Customer Care Operations Specialist London, England
Job description
Senior Global Escalations Operations Agent
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.
Success in this role will require a positive team spirit, an ability to problem solve and a desire to achieve excellence every single day. All this will help in making Deliveroo the definitive Food delivery company that everyone thinks of first.
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.
What you'll be doing
- Leading and overseeing the review and response process for customer queries using tools such as Zendesk and Amazon Connect, ensuring timely and effective resolution
- Team involvement in ad-hoc projects in the global escalations team
- Taking ownership of managing internal escalations through our Corporate Social Network channel and Gmail, prioritising customer satisfaction and maintaining brand loyalty with every inquiry
- Serving as a senior escalation point for complex queries from frontline Care teams and markets, providing guidance and support through call, chat, or Zendesk ticket interactions and Slack
- Demonstrating leadership as an active team player, driving team performance to meet relevant targets and deliver exceptional customer care
- Establishing a strong presence within the workplace by actively acknowledging, responding to, and investigating customer care feedback
- Proactively identifying and escalating any critical issues to the Care team management, ensuring prompt resolution and effective communication
- Identifying opportunities for continuous improvement and policy refinement within the department and across the company, driving enhanced customer care practices
- Actively participating in senior-level team meetings, contributing insights and ideas, and engaging in company activities and development opportunities to foster personal and professional growth.
Requirements:
Exceptional written and spoken English (proficiency in additional languages is advantageous but not required)
The ability to communicate effectively and clearly to senior stakeholders across the business
2 years of experience in a customer support role
Demonstrated ability to take ownership and responsibility for resolving complex issues and tasks, showcasing leadership qualities and interest in process improvement
Highly adaptable to dynamic and evolving work environments, effectively managing day-to-day changes and adjusting priorities accordingly
Excels at tackling challenging situations and has a calm attitude in difficult situations
Exemplifies trustworthiness, maintaining confidentiality and handling sensitive personal information with utmost integrity
Willingness to work on rotational shifts, including evenings and weekends, to ensure comprehensive coverage and exceptional customer care services.
Benefits and Diversity
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, 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 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 in an incredibly exciting space.
