You will report to Customer Care Operations Manager, and you will be based in our Dubai main offices (DIFC). We are operating on a hybrid model and you will come into the office three days a week.

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

• Identify the reason for escalations, showing empathy and a determination to resolve and de-escalate issues whilst providing clear resolutions promptly by correctly following our policies

• 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 in objection handling when dealing with conflicts

• Resolve 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 outsourced teams by being subject matter expert

• Provide high-quality support to Deliveroo's most valued customers

• Be a subject matter expert 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

• Experience handling support requests from a variety of different channels abilities, effective time and priority management

• Experience with meeting targets and maintaining high standards

• Ability to articulate decisions to customers across all channels, balancing firmness and fairness

• Root cause analysis expertise to provide efficient solutions

• Take full ownership of resolving customer issues

• Proficient in managing difficult conversations and conflict resolution

• Experience contributing to the ongoing development of departmental processes

• Experience empathizing with frustrated customers

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.

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.

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.

Diversity

At Deliveroo, 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 businesses in a rapidly growing industry.

We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.

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