French Customer Care Agent - Global Escalations

Role Overview

Deliveroo is seeking a highly skilled and motivated French Customer Care Agent to join our Global Escalations team in Manchester. As a Senior Agent, you will be responsible for managing and resolving the most complex and high-priority customer complaints, ensuring fair and timely resolutions while maintaining compliance with industry regulations and company policies. This role requires exceptional communication, problem-solving, and negotiation skills, as well as the ability to manage challenging conversations with professionalism and empathy. If you are passionate about delivering excellent customer experiences and thrive in a fast-paced environment, this is an exciting opportunity to make a real impact at Deliveroo.

A Day in the Life

As a French Customer Care Agent in the Global Escalations team, your day will be dynamic and varied. You will: * Receive and manage complex and high-priority customer complaints from various channels. * Investigate complaints thoroughly, gathering all necessary information and evidence. * Liaise with internal teams, external stakeholders, and regulatory bodies to resolve disputes effectively. * Draft clear, professional, and empathetic responses to customers, explaining the resolution and any necessary steps. * Conduct root cause analysis to identify trends in escalations and contribute to process improvements. * Maintain accurate records of all interactions and resolutions in our CRM system. * Participate in team meetings and training sessions to stay up-to-date on company policies and industry regulations. * Provide guidance and support to junior team members. * Work closely with the Care Excellence team to improve customer service processes and procedures.

Why Manchester?

Manchester is a vibrant and diverse city with a thriving economy and a rich cultural heritage. It is a hub for innovation and technology, making it an ideal location for Deliveroo to base its Global Escalations team. Manchester offers a high quality of life, with affordable housing, excellent schools, and a wide range of leisure activities. The city is also well-connected to the rest of the UK and Europe, with excellent transportation links.

Career Path

At Deliveroo, we are committed to providing our employees with opportunities for growth and development. As a French Customer Care Agent, you will have the opportunity to advance your career in a number of ways. You could progress to a Team Lead role, overseeing a team of agents and providing coaching and support. Alternatively, you could specialize in a particular area of customer service, such as regulatory compliance or process improvement. We also offer opportunities to move into other areas of the business, such as marketing or operations.

Salary & Benefits

Deliveroo offers a competitive salary and benefits package to its employees. The salary for this role is commensurate with experience and qualifications. In addition to salary, we offer a comprehensive benefits package that includes: * Health insurance * Paid time off * Employee assistance program * Professional development opportunities * Employee discounts on Deliveroo orders * Flexible work arrangements (hybrid role) * Company-sponsored social events

Deliveroo Culture

At Deliveroo, we are passionate about food and dedicated to delivering the best possible experience to our customers. We are a fast-paced, innovative company that is constantly evolving. We value teamwork, collaboration, and a commitment to excellence. We are also committed to creating a diverse and inclusive workplace where everyone feels welcome and respected. ## Applying for the French Customer Care Agent Role To apply for the French Customer Care Agent role at Deliveroo, please submit your resume and cover letter through our online application portal. In your cover letter, please highlight your relevant experience and skills, and explain why you are interested in working for Deliveroo. Be sure to emphasize your French language proficiency and any experience you have in dealing with escalated customer issues. ## Next Steps in the Application Process: * **Initial Screening:** Our HR team will review your application to ensure you meet the minimum qualifications for the role. * **Phone Interview:** If your application is selected, you'll be invited to a phone interview with a recruiter. This is a chance for us to learn more about your background and experience. * **Skills Assessment:** You may be asked to complete a skills assessment to evaluate your French language proficiency and problem-solving abilities. * **In-Person Interview:** If you pass the phone interview and skills assessment, you'll be invited to an in-person interview with the hiring manager and other members of the team. * **Final Interview:** In some cases, a final interview with a senior leader may be required. * **Offer:** If you are selected for the role, we'll extend a formal offer of employment. ## Frequently Asked Questions (FAQs) **Q1: What are the working hours for this role?** A: The shift pattern is rotational: 9AM to 7:30PM, 10:30AM-9PM, 12:30PM -11PM. **Q2: Is this a remote role?** A: No, this is a hybrid role that requires attendance in the Manchester office approximately 3 days per week. **Q3: What language skills are required for this role?** A: Fluency in both English and French is required. **Q4: What kind of training will I receive?** A: You will receive comprehensive training on Deliveroo's products, services, and customer service procedures. You will also receive ongoing coaching and support from your team lead. **Q5: What opportunities are there for career advancement?** A: Deliveroo is committed to providing its employees with opportunities for growth and development. There are opportunities to advance to Team Lead roles or specialize in particular areas of customer service. **Q6: What is the company culture like at Deliveroo?** A: Deliveroo has a fast-paced, innovative, and collaborative culture. We value teamwork, a commitment to excellence, and diversity and inclusion. **Q7: What should I wear to the in-person interview?** A: Business casual attire is appropriate for the in-person interview. **Q8: How long does the hiring process typically take?** A: The hiring process typically takes 2-4 weeks from the date of application. **Q9: Who can I contact if I have questions about the role?** A: You can contact the recruiter listed in the job posting or email our HR department at careers@deliveroo.com. **Q10: What are Deliveroo's core values?** A: Deliveroo's core values are: 🚀 **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 hope this information is helpful. We encourage you to apply for the French Customer Care Agent role if you are a highly motivated and skilled individual who is passionate about delivering excellent customer experiences.