Customer Care Agent (French) - Deliveroo, Manchester

Are you passionate about providing exceptional customer service and resolving complex issues? Do you thrive in a fast-paced, global environment? If so, Deliveroo is looking for a dedicated Customer Care Agent fluent in French to join our Global Escalations team in Manchester!

Role Overview

As a Senior Agent in our Global Escalations team, you will be at the forefront of managing and resolving the most critical and high-priority customer complaints. You will act as a vital escalation point, ensuring fair and timely resolutions while adhering to industry regulations and company policies. Your role will involve liaising with various internal teams, external stakeholders, and, when necessary, regulatory bodies to investigate and resolve disputes effectively. A strong emphasis will be placed on root cause analysis and continuous improvement, where you will identify trends in escalations and contribute to process enhancements that elevate the overall customer experience.

This role demands exceptional communication, problem-solving, and negotiation skills. You must be capable of managing challenging conversations with professionalism and empathy, ensuring that every customer interaction leaves a positive impression. If you are driven by delivering excellent customer experiences and want to make a significant impact, this is an exciting opportunity to join a team that values excellence and customer satisfaction.

A Day in the Life

Here’s what a typical day might look like for a Customer Care Agent in the Global Escalations team:

• Morning: Start your day by reviewing pending escalations and prioritizing cases based on urgency and impact. Communicate with internal teams to gather necessary information for ongoing investigations.
• Mid-Day: Conduct in-depth investigations into complex customer complaints, analyzing data and customer interactions to identify the root cause of issues. Liaise with external stakeholders, such as restaurants or riders, to gather additional insights.
• Afternoon: Draft detailed and empathetic responses to customers, explaining the resolution process and addressing their concerns. Negotiate with customers to reach mutually agreeable solutions, ensuring compliance with company policies and regulatory requirements.
• Late Afternoon: Participate in team meetings to discuss trends in escalations and contribute to process improvement initiatives. Provide feedback to other customer care agents to enhance their skills and knowledge.
• Evening: Document all interactions and resolutions accurately in the CRM system, ensuring that all relevant information is captured for future reference. Prepare reports on escalation trends and outcomes for management review.

Why Manchester?

Manchester is a vibrant and dynamic city known for its rich history, cultural attractions, and thriving business environment. It’s a fantastic place to live and work, offering a high quality of life with a lower cost of living compared to London. Deliveroo’s Manchester office is located in the heart of the city, providing easy access to amenities, transportation, and a diverse community.

Working in the Manchester office also offers the opportunity to collaborate with a talented and diverse team of professionals. The hybrid work model allows for a balance between working from home and connecting with colleagues in person, fostering a strong sense of teamwork and collaboration.

Career Path

Deliveroo is committed to providing opportunities for career growth and development. As a Customer Care Agent in the Global Escalations team, you can advance your career through various paths:

• Senior Customer Care Agent: Develop expertise in handling complex escalations and become a mentor to other agents.
• Team Lead: Lead a team of customer care agents, providing guidance, support, and training to ensure high performance.
• Quality Assurance Specialist: Focus on monitoring and evaluating customer interactions to ensure quality standards are met.
• Training Specialist: Develop and deliver training programs to enhance the skills and knowledge of customer care agents.
• Management Roles: Progress into management positions within the customer care organization, overseeing larger teams and strategic initiatives.

Salary & Benefits

Deliveroo offers a competitive salary and benefits package that includes:

• Competitive salary commensurate with experience
• Health insurance and wellness programs
• Paid time off and holidays
• Pension plan
• Employee assistance program
• Employee discounts on Deliveroo orders
• Opportunities for professional development and training
• A supportive and collaborative work environment

While the specific salary range is not disclosed in the job description, Deliveroo is committed to providing fair and competitive compensation to its employees.

Deliveroo Culture

At Deliveroo, we pride ourselves on our collaborative, innovative, and customer-focused culture. We believe that our success depends on our people, and we are committed to creating a supportive and inclusive work environment where everyone can thrive. Our core values include:

• Fix it Fast: Resolve issues quickly and effectively.
• Keep it Simple: Streamline processes for a seamless experience.
• Be the Best: Strive for excellence in every interaction.

We encourage our employees to take ownership of their work, challenge the status quo, and continuously seek ways to improve the customer experience. We also believe in having fun and celebrating our successes together.

How to Apply

If you are excited about the opportunity to join Deliveroo’s Global Escalations team as a Customer Care Agent (French) in Manchester, we encourage you to apply! Please submit your resume and cover letter through our online application portal. Be sure to highlight your relevant experience, skills, and qualifications, and explain why you are a great fit for this role.

FAQ

1. What are the language requirements for this role?

   Fluency in both English and French is required.

2. What is the shift pattern for this role?

   The shift pattern is rotational and includes shifts from 9AM to 7:30PM, 10:30AM to 9PM, and 12:30PM to 11PM.

3. Is this a remote role?

   No, this is a hybrid role that requires attendance in the Manchester office approximately 3 days per week.

4. What type of experience is needed for this role?

   Proven experience in an escalation or senior complaints handling role is ideal, preferably within a regulated industry.

5. What skills are important for this role?

   Excellent communication, problem-solving, negotiation, and analytical skills are crucial for success in this role.

6. What regulatory knowledge is required?

   Familiarity with regulatory requirements and industry standards such as FCA, FOS, and GDPR is important.

7. What are the key responsibilities of this role?

   Key responsibilities include managing and resolving complex customer complaints, conducting root cause analysis, and liaising with internal and external stakeholders.

8. What opportunities are there for career advancement?

   Deliveroo offers various career paths, including senior agent, team lead, quality assurance specialist, and management roles.

9. What is the company culture like?

   Deliveroo has a collaborative, innovative, and customer-focused culture with a strong emphasis on teamwork and continuous improvement.

10. What benefits does Deliveroo offer?

    Deliveroo offers a competitive salary, health insurance, paid time off, a pension plan, employee discounts, and opportunities for professional development.