Customer Care Agent (Arabic) - Manchester

Role Overview

Are you passionate about providing exceptional customer service and resolving complex issues? Do you thrive in a fast-paced environment and enjoy making a real impact on customer experiences? If so, Deliveroo is looking for a dedicated and skilled Customer Care Agent (Arabic) to join our Global Escalations team in Manchester. In this role, you will be responsible for managing and resolving high-priority customer complaints, ensuring fair and timely resolutions while maintaining compliance with industry regulations and company policies. Your expertise in communication, problem-solving, and negotiation will be crucial in handling challenging conversations with professionalism and empathy.

Day in the Life

As a Customer Care Agent (Arabic), your day will be dynamic and varied. You will:

• Receive and manage escalated customer complaints, primarily in Arabic, ensuring all interactions are handled with empathy and professionalism.
• Investigate complex issues, working with internal teams and external stakeholders to gather relevant information.
• Conduct root cause analysis to identify trends and contribute to process improvements.
• Draft clear, professional, and empathetic responses to customers, providing updates and resolutions.
• Negotiate solutions that are fair to both the customer and Deliveroo.
• Ensure compliance with industry regulations and company policies, including GDPR and FCA guidelines.
• Maintain accurate records of all interactions and resolutions in our case management system.
• Collaborate with team members to share best practices and knowledge.
• Participate in training and development activities to enhance your skills and knowledge.
• Contribute to a positive and supportive team environment.

Why Manchester?

Manchester is a vibrant and diverse city with a thriving business community. Deliveroo’s main office in Manchester provides a central hub for our customer care operations, offering excellent career opportunities and a supportive work environment. The city boasts a rich cultural scene, affordable living costs, and excellent transport links, making it an ideal place to live and work. Being based in Manchester allows you to collaborate closely with other teams and stakeholders, fostering a strong sense of community and teamwork.

Career Path

At Deliveroo, we are committed to providing our employees with opportunities for growth and development. As a Customer Care Agent (Arabic), you can progress through various career paths within our customer care organization. Potential career advancements include:

• Senior Agent: Taking on more complex cases and mentoring junior team members.
• Team Lead: Supervising a team of agents and ensuring performance targets are met.
• Quality Assurance Specialist: Monitoring and evaluating agent performance to identify areas for improvement.
• Training Specialist: Developing and delivering training programs for new and existing agents.
• Escalations Manager: Overseeing the escalations process and managing relationships with key stakeholders.

Salary & Benefits

Deliveroo offers a competitive salary and benefits package that includes:

• A competitive salary commensurate with experience.
• Comprehensive health insurance.
• Paid time off and holidays.
• Employee discount on Deliveroo orders.
• Pension plan.
• Professional development opportunities.
• Employee assistance program.
• Wellness programs.
• Flexible work arrangements (hybrid role).
• Supportive and inclusive work environment.

Deliveroo Culture

At Deliveroo, we foster a culture of innovation, collaboration, and customer focus. We are passionate about delivering exceptional customer experiences and strive for excellence in everything we do. Our three guiding principles—Fix it Fast, Keep it Simple, and Be the Best—are at the heart of our operations. We value diversity and inclusivity, creating a welcoming environment where everyone can thrive. We believe that great service is what keeps Deliveroo moving forward, and we are committed to empowering our employees to make a real impact.

How to Apply

If you are a motivated and skilled customer service professional with fluency in Arabic and English, we encourage you to apply for the Customer Care Agent (Arabic) position at Deliveroo. To apply, please submit your resume and cover letter through our online application portal. Be sure to highlight your relevant experience, skills, and qualifications. We look forward to hearing from you!

FAQ

1. What are the key responsibilities of a Customer Care Agent (Arabic)?
   Managing and resolving complex customer complaints, ensuring fair and timely resolutions, and maintaining compliance with industry regulations.
2. What skills are required for this role?
   Excellent communication skills (written and verbal), problem-solving abilities, negotiation skills, and fluency in Arabic and English.
3. What is the work schedule for this position?
   The role involves a rotational shift pattern, including 9AM to 7:30PM, 10:30AM-9PM, and 12:30PM -11PM.
4. Is this a remote or hybrid role?
   This is a hybrid role, requiring attendance in the office approximately 3 days per week.
5. What opportunities for career advancement are available at Deliveroo?
   Opportunities include Senior Agent, Team Lead, Quality Assurance Specialist, Training Specialist, and Escalations Manager.
6. What benefits does Deliveroo offer its employees?
   Competitive salary, comprehensive health insurance, paid time off, employee discount on Deliveroo orders, and a pension plan.
7. What is the company culture like at Deliveroo?
   Deliveroo fosters a culture of innovation, collaboration, and customer focus, with a commitment to diversity and inclusivity.
8. How does Deliveroo support employee development?
   Deliveroo provides professional development opportunities, training programs, and access to learning resources.
9. What is Deliveroo’s approach to customer service?
   Deliveroo is passionate about delivering exceptional customer experiences, guided by the principles of Fix it Fast, Keep it Simple, and Be the Best.
10. How can I apply for this position?
    Submit your resume and cover letter through our online application portal, highlighting your relevant experience and skills.