Customer Experience Representative (French Speaker)

Customer Experience Representative (French Speaker)

Job ID: R20444

Customer Care

Permanent

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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.

The Partner Operation Team at Deliveroo is looking to add a new member to its fast phased and growing team in Milan.

Being part of the Partner Operation Team, you will be handling inbound email enquiries and calls which will have a requirement to work on tight turnaround times. Our agenda is to ensure that our restaurant partners are left feeling happy and well supported. You are expected to be result driven, take on and deliver the KPI’s set in place; all while maintaining excellent customer service to our restaurant partners.

• Providing advice to restaurants to achieve the best results from Deliveroo
• Resolve accounts payable and invoice queries by clarifying complaints, determining the cause, selecting and explaining solutions, expediting corrections, and following up to ensure resolution within agreed SLA's
• Administrative assistance to restaurants partners
• Provide routine feedback to Team Managers to drive team improvements
• Resolving restaurant complaints via email or phone
• Complete any other tasks as directed by line manager or senior management
• Meet and exceed performance targets and quality standards

• Minimum 2 years of experience in a contact centre with a focus on complaints handling
• Proficiency in English and French (Dutch is a plus)
• Availability for Monday–Sunday shift work
• Proficient in MS Office/Google Suite, CRM tools like Salesforce/Amazon Connect, with fast and accurate typing skills
• Ability to think logically and strategically
• Committed to your own performance and development
• Good problem solving skills and showing high initiative
• Effective organisational skills
• Ability to work as part of a fast growing team and be a team player
• A competitive and comprehensive compensation and benefits package

Food

• Free Deliveroo Plus subscription (or equivalent)
• While this varies by country, you’re likely to have monthly team lunches and, if you are in the office, frequent opportunities to try new foods

Work Life

• Flexible working hours and location flexibility
• Competitive Parental Leave Policy
• Work-from-home kit
• Employee Assistance Programme
• Roolearn platform, giving you access to content from leading L&D providers
• Employee Resource Groups including Women in Tech, Roo-LGBTQ+, Racial Equity and more

Compensation

• We aim to pay every employee competitively for the role they are performing in their respective location
• Every employee is eligible for a variable cash bonus that directly rewards individual contributions and is linked with broader company success

Equity

• We award equity to our senior employees, giving them ownership in Deliveroo and a share in our success

• Headspace membership
• Gym or fitness membership
• Private medical, medical subsidy or Wellbeing Allowance, dependent upon location

Time to recharge

• Annual leave and public holidays (increases with tenure)
• One paid day off each year to volunteer or support a charity of your choice