French Global Escalations Operations Agent

August 14

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Deliveroo

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Building the definitive online food company.

food • food delivery • restaurant delivery • groceries • logistics

1001 - 5000

💰 Post-IPO Equity on 2021-08

Description

• 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, on-site 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 French, english written and spoken intermediate to expert • 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 day-to-day 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

Benefits

• 25 days holiday, paid bank holidays, pension, life, health & dental insurance • Deliveroo Plus subscription, benefits including discounted gym subscription, wellbeing • Employee assistance program, Cycle-to-work scheme • Company-paid team meals and nights out • Online learning courses • Pay: £26,000 and bonus + benefits