Italian Speaker – Customer Care Operations Agent

DELIVEROO; Manchester; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking an Italian-speaking Customer Care Operations Agent to join their vibrant team in Manchester. This hybrid role offers the chance to work three days a week in the office while delivering exceptional service to customers. You will handle complex issues, ensuring customer satisfaction and operational excellence. The ideal candidate will possess strong communication skills in both English and Italian, with a passion for problem-solving and teamwork. Join a dynamic environment where your contributions will help shape the future of customer care in the food delivery sector.

Qualifications

• Strong communication skills in English & Italian are essential.
• Previous experience in customer service or hospitality is beneficial.

Responsibilities

• Deliver high-quality service to customers via email and occasional calls.
• Manage internal escalations efficiently to ensure customer satisfaction.
• Identify opportunities for continuous improvement within the Care department.

Skills

Customer Service

Stakeholder Management

Problem Solving

Time Management

Written Communication

Verbal Communication

Emotional Intelligence

Attention to Detail

Tools

Zendesk

Job description

Italian Speaker – Customer Care Operations Agent

Customer Care

Manchester - Main Office

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Italian Customer Care - Global Escalations Operations Agent - Manchester

Key Points:

• Hybrid Role: 3 days a week based in our Manchester Office.
• Salary: base plus bonus and benefits.
• Shifts: 4 day weekly schedule of 37.5 paid hours.
• Visa Sponsorship: Please note that visa sponsorship is not available for this position.
• Previous experience in customer service is beneficial, but candidates from hospitality and retail backgrounds are also encouraged to apply. We seek individuals who can consistently exceed customer service expectations, demonstrate excellent stakeholder management, and possess strong written and verbal communication skills.

Our Customer Care team is dedicated to providing the highest level of service to Deliveroo customers worldwide. As an Operations Agent, you will handle complex and sensitive issues daily, striving for the best outcomes for our customers while considering business needs.

Success in this role requires strong teamwork, a passion for problem-solving, and a commitment to operational excellence. You should have a customer-first mindset, focus on productivity, and meet deadlines. By embodying these values, you'll help make Deliveroo the preferred food delivery company for customers.

What You’ll Be Doing:

• Deliver high-quality service to customers via email (Zendesk), with occasional calls or live chats.
• Take ownership of your performance by meeting productivity and quality targets and goals set by your Team Leader.
• Be a proactive and positive team player, ensuring the Global Escalation team maintains a standard of excellence.
• Serve as an escalation point for complex queries from frontline Care teams.
• Manage internal escalations efficiently, ensuring timely resolution and customer satisfaction.
• Create a positive workplace presence by actively responding to Customer Care feedback.
• Escalate and communicate challenges to management promptly.
• Identify opportunities for continuous improvement within the Care department and the wider company.
• Participate actively in team meetings, company activities, and professional development.
• Show sensitivity, empathy, and resourcefulness when addressing customer concerns.
• Follow confidentiality protocols and documentation procedures, while promoting team well-being.

Requirements:

• Strong written and verbal communication skills in English & Italian (additional languages are a plus).
• Experience with live chat and phone support, with excellent phone etiquette.
• Patience, effective time management, and emotional intelligence.
• Proactive attitude and ownership of issues.
• Adaptability to changing priorities in a dynamic environment.
• Interest in resolving complex, customer-focused issues.
• Trustworthiness in handling sensitive information.
• Attention to detail to identify discrepancies.
• Rotational shifts, including evenings and weekends.

Additional Skills (Optional but Advantageous):

• Proficiency in additional languages such as French.
• Knowledge of GDPR and payment processes.