Senior Operations Analyst (Cantonese/ English) - Premium Care

September 7

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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

• Monitoring the performance of Premium Care across our markets. • Generating daily, weekly, and monthly reports, including at an agent level, to identify trends and recommend actionable insights based on the data. • Collaborating with our Policy, Process, Content, QA, and Training teams to ensure that observed trends are communicated for continuous improvement. • Managing vendor performances and participating in meetings to design a better coaching approach while flagging opportunities and ensuring the operational model is optimised for the best performance. • Handling customer contacts on a monthly basis and as required by projects, logging feedback to enhance the experience provided by our Premium Care agents. • Supporting the launch of new sites and engaging in continuous improvement initiatives post-launch, potentially involving bi-monthly travel outside of the UK. • Providing analytical support in English and Cantonese to the wider Premium Care team as needed. • Participating in the on-call scheme to support internal and external teams when SLAs are at risk, while also owning resolution for the most sensitive escalations. • ‘On call’ rota that rotates for a week every 3 months or so whereby you will need to be available for any urgent escalations.

Requirements

• Has 2+ years of experience in a fast-moving and dynamic company within a customer care environment. • Has been a customer of Deliveroo/other food delivery apps in the UK and can resonate with the feelings customers are expressing when they contact us. • Has solid analytical background (e.g. Excel pivot tables and INDEX MATCH), experience with Python, SQL or other analytical tools (Looker) are preferred, but not required. • Open to travel to sites globally on a bi-monthly basis. • Must work a minimum of 3 days a week from the London office. • Must be fluent in English and Cantonese

Benefits

• Benefits differ by country, including healthcare, well-being, parental leave, pensions, and generous annual leave allowances. • Time off to support a charitable cause of your choice.