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Premium Care Agent

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 seeking a dedicated and customer-focused individual to join our team as a Customer Care Agent . As a vital member of our customer care department, you will play a crucial role in providing best in class service to our high value customers, and handling escalations from our first line team. If you have a passion for delivering outstanding experiences, resolving complex issues, and ensuring customer satisfaction, this role is perfect for you.

Main Responsibilities:

• Handle all contacts related to our Premium Care service, and escalations from our first line team
• 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.
• Identify reasons for escalations quickly, showing empathy and determination to resolve and de-escalate issues while providing clear and timely resolutions by following our policies
• Provide routine feedback to Team Managers on frontline agent performance to drive team improvements
• Clearly articulate decisions to customers and confidently manage objections and conflicts
• Meet and exceed performance targets and quality standards
• Resolve contacts by clarifying complaints, determining the cause, selecting and explaining solutions, expediting corrections, and following up to ensure resolution
• 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
• Complete any other tasks as directed by line manager or senior management

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
• Strong client-facing and communication skills with the ability to make on-the-spot decisions and de-escalate customer queries
• Proven track record of meeting targets and maintaining high standards with a growth mindset and a positive attitude toward all stakeholders
• Adaptable to changing tasks and responsibilities and efficient multitasking abilities in a fast-paced environment
• Expertise in root cause analysis to provide efficient solutions
• Skilled in managing difficult conversations and conflict resolution
• Awareness of financial and reputation risks related to issues

What makes you stand out from the crowd:

• 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.

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.