Why DeliverooOur 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.We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

In this role, you will:

•  Be the first point of agent escalation on calls, chats and emails by handling the interaction live and directly speaking with the customer
• Quickly identify the reason for escalations, showing empathy and a determination to resolve as well as de-escalate issues whilst providing clear resolutions in a timely manner by correctly following our policies
• Routinely provide feedback to Team Leaders on frontline agent performance issues to help drive improvements across the team
•  Be able to clearly articulate to customers why a decision has been made and to be confident in objection handling when dealing with conflicts
• Reach and exceed performance targets and quality standards (we want our teams to be the best of the best)
• Resolves contacts by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Provide support to frontline outsourced teams by acting as subject matter expert
• Provide high quality frontline support to Deliveroo's most valued customers
• Be a subject matter expert on frontline and escalated complaints policies
• Work a rotating shift pattern across 7 days a week, 24 hours a day, including public holidays
• Complete any other tasks as directed by line manager or senior management

Requirements:

• Minimum of 2 years of experience in a contact center environment with a focus on complaints handling
• Proficiency in Arabic and English languages at a C1/C2 level is a must.
• Advanced user of Microsoft Office/Google Workspace, CRM tools like Zendesk/Amazon Connect, with fast and accurate typing skills
• Strong multitasking abilities, effective time and priority management
• Track record of meeting targets and maintaining high standards
• Ability to articulate decisions to customers across all channels, balancing firmness and fairness
• Genuine empathy for customers
• Meticulous attention to detail, efficient problem-solving
• Clear and confident communication skills
• Root cause analysis expertise to provide efficient solutions
• Takes full ownership of resolving customer issues
• Ability to handle stressful situations with calmness
• Proficient in managing difficult conversations and conflict resolution
• Open to receiving and providing constructive feedback
• Awareness of financial and reputation risks related to issues
• High emotional intelligence

Benefits and Diversity

• 25 days of Annual Holiday Leave
• Work visa
• Comprehensive medical insurance (for employee only)
• Annual home flight tickets (for employee only)
• Free Deliveroo Plus - Free delivery and access to special offers
• Maternity & Paternity benefits
• End of year parties & regular social events
• An extremely fun team to work alongside!

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of great benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing start-up's around.