About the job
Bilingual Customer Support Agent - Italian
Location: Manchester
Working Pattern: Hybrid (approximately 3 days in-office) | Rotational Shifts: 9AM–7:30PM, 10:30AM–9PM, or 12:30PM–11PM
Languages Required: English and Italian
Are you passionate about providing exceptional customer service? At Deliveroo, we aim to revolutionize how people shop and eat, with a focus on impact, innovation, and growth. Our dedicated Customer Care team plays a crucial role in supporting our customers, riders, and restaurant partners by delivering thoughtful, efficient, and empathetic service. Whether it’s addressing live issues, enhancing proactive support experiences, or driving continuous improvement through data insights, we are committed to service excellence in our marketplace. If you deeply care about people and enjoy making things better, this role is tailored for you.
We are seeking a Bilingual Customer Support Agent - Italian to join our Marketplace Support & Service Excellence team. In this pivotal role, you will assist in providing fair, timely, and high-quality resolutions across our three-sided marketplace, supporting customers, riders, and partners during critical times.
Key Responsibilities
As part of the Global Escalations team, you will tackle complex and high-impact cases.
Your day-to-day responsibilities will include:
Resolving high-priority and intricate complaints in both English and Italian, ensuring equitable outcomes across our marketplace.
Serving as a specialist escalation point for critical issues, managing high-risk cases referred to ombudsman services or legal teams.
Conducting root cause analysis to identify trends in escalations and contribute to global process enhancements.
Liaising with internal stakeholders and regulatory bodies to investigate disputes while ensuring full compliance with GDPR and industry standards.
Drafting professional and empathetic correspondence for complex cases, maintaining high standards of accuracy and documentation.
Driving continuous improvement by identifying opportunities to enhance the customer journey and mitigate recurring complaints.
Qualifications
Our ideal candidate will possess strong expertise in some of the following areas, with a keen interest in developing skills in others:
Exceptional communication skills in both English and Italian.
Experience in customer service or support roles, particularly in high-pressure environments.
Strong analytical and problem-solving skills, with the ability to think critically.