The opportunity
Working pattern: Hybrid (3 days in-office) | 40 hours per week | Rotational shift pattern including weekends and public holidays (09:00 - 19. 00).
What you'll do
Own complex partner resolutions: Handling inbound calls from our Merchants with an obsessive focus on service excellence for the Italian market.
Champion the Merchant experience: Act as the face of the Merchant excellence team, ensuring every interaction is detail-oriented and resolution-focused to achieve best in class CSAT scores.
Help our Merchants succeed: Promote value add initiatives such as launching ads to improve the merchants success on the platform.
Proven ability to work independently: Comfortable managing a high-volume workload and driving tasks to a favorable outcome autonomously.
Strong solution-based mindset: An organized and driven approach to problem-solving in a fast-paced environment.
Exceptional communication skills: Fluent in Italian and English with the ability to handle sensitive cases with empathy and professional clarity.
What they're looking for
- Commercial mindset: Come to each interaction with an idea how to help and improve the commercial return of Deliveroo Merchants.
- Operational curiosity: A keen eye for detail and a desire to understand the mechanics of a complex, three-sided marketplace.
- Technical aptitude: Familiarity with CRM systems, telephony platforms, or knowledge bases is a plus.
- 🔧 Make a visible impact every day: Your work directly improves outcomes for customers, riders and restaurant partners.
