Why Deliveroo

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.

Responsibilities:

• Provide top-tier support to our most valued customers and act as the first point of escalation for calls, chats, and emails, addressing issues directly with customers.
• Meet and exceed performance targets and quality standards
• Support frontline outsourced teams as a subject matter expert
• Deliver high-quality frontline support to Deliveroo's most valued customers
• Be an expert on frontline and escalated complaints policies
• Work a rotating shift pattern across 7 days a week, between the hours of 7am and midnight, including public holidays

Requirements

• Minimum 2 years of experience in a contact centre with a focus on complaints handling
• Proficiency in English, Cantonese, and Mandarin
• Proficient in MS Office/Google Suite, CRM tools like Zendesk/Amazon Connect, with fast and accurate typing skills
• Previous experience in delivering customer service for a best in class company.
• Strong emotional intelligence and empathy
• Ability to remain calm and composed in high-pressure situations

Workplace & Benefits

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.