Customer Experience Representative

Customer Experience Representative (French Speaker)Job ID: R*****Customer CarePermanentReady to apply?Get started with your online applicationNot quite your dream role?Sign up to get notified when the right vacancy comes along.Partner AssociateWhy Deliveroo?When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour.Awesome right?But behind the scenes is the real story.This story is one of high growth, huge challenges and an enormous opportunity ahead of us.We want to be the definitive food company - the app you go to any time you have a hunger pang.We are transforming the way people think about food.We're a technology driven company at the forefront of the most rapidly expanding industry in the world, so come and join us for the ride.The Partner Operation Team at Deliveroo is looking to add a new member to its fast phased and growing team in Milan.Being part of the Partner Operation Team, you will be handling inbound email enquiries and calls which will have a requirement to work on tight turnaround times.Our agenda is to ensure that our restaurant partners are left feeling happy and well supported.You are expected to be result driven, take on and deliver the KPI's set in place; all while maintaining excellent customer service to our restaurant partners.What you will be doing:Providing advice to restaurants to achieve the best results from DeliverooResolve accounts payable and invoice queries by clarifying complaints, determining the cause, selecting and explaining solutions, expediting corrections, and following up to ensure resolution within agreed SLA'sAdministrative assistance to restaurants partnersProvide routine feedback to Team Managers to drive team improvementsResolving restaurant complaints via email or phoneComplete any other tasks as directed by line manager or senior managementMeet and exceed performance targets and quality standardsWhat skills you'll need:Minimum 2 years of experience in a contact centre with a focus on complaints handlingProficiency in English and French (Dutch is a plus)Availability for Monday–Sunday shift workProficient in MS Office/Google Suite, CRM tools like Salesforce/Amazon Connect, with fast and accurate typing skillsAbility to think logically and strategicallyCommitted to your own performance and developmentGood problem solving skills and showing high initiativeEffective organisational skillsAbility to work as part of a fast growing team and be a team playerA competitive and comprehensive compensation and benefits packageFoodFree Deliveroo Plus subscription (or equivalent)While this varies by country, you're likely to have monthly team lunches and, if you are in the office, frequent opportunities to try new foodsWork LifeFlexible working hours and location flexibilityCompetitive Parental Leave PolicyWork-from-home kitEmployee Assistance ProgrammeRoolearn platform, giving you access to content from leading L&D providersEmployee Resource Groups including Women in Tech, Roo-LGBTQ+, Racial Equity and moreCompensationWe aim to pay every employee competitively for the role they are performing in their respective locationEvery employee is eligible for a variable cash bonus that directly rewards individual contributions and is linked with broader company successEquityWe award equity to our senior employees, giving them ownership in Deliveroo and a share in our successHeadspace membershipGym or fitness membershipPrivate medical, medical subsidy or Wellbeing Allowance, dependent upon locationTime to rechargeAnnual leave and public holidays (increases with tenure)One paid day off each year to volunteer or support a charity of your choice#J-*****-Ljbffr