Customer Support • Senior

Who you are

You have experience in customer care, particularly in managing escalations and resolving complex issues — your ability to handle high-priority complaints makes you a key player in ensuring customer satisfaction. You are fluent in both English and Italian, which allows you to communicate effectively with a diverse customer base. Your strong problem-solving skills enable you to think critically and act swiftly in challenging situations, ensuring that customer concerns are addressed promptly and effectively. You thrive in a team environment and understand the importance of collaboration in delivering exceptional service. You are committed to continuous improvement and are always looking for ways to enhance the customer experience. Your passion for customer service drives you to go above and beyond in every interaction, ensuring that customers feel valued and heard.

What you'll do

As a Senior Customer Care Agent, you will be responsible for managing and resolving the most complex and high-priority customer complaints — acting as an escalation point for critical issues, you will work closely with various teams to ensure that solutions are implemented effectively. You will oversee the performance of customer care operations, ensuring that the team adheres to the guiding principles of fixing issues quickly, keeping processes simple, and striving for excellence. Your role will involve analyzing customer feedback and identifying areas for improvement, contributing to the overall strategy of the Marketplace Support and Service Excellence Team. You will also play a vital role in training and mentoring junior agents, sharing your expertise to help them develop their skills and enhance their performance. Your commitment to delivering outstanding customer experiences will be at the forefront of your responsibilities, as you work to uphold Deliveroo's reputation for exceptional service.

What we offer

Deliveroo offers a dynamic work environment where you can grow your career in customer service. You will have the opportunity to work in a hybrid role, balancing office attendance with remote work. The company values diversity, equity, and inclusion, ensuring that all employees feel supported and empowered. You will be part of a team that is dedicated to making every customer interaction exceptional, contributing to the success of Deliveroo's global operations. The company provides competitive compensation and benefits, fostering a culture of continuous improvement and professional development.