Italian Customer Care Agent

As the Italian Customer Care Agent at Deliveroo in Manchester, you'll be responsible for delivering high-quality customer service through email, handling complex issues, and serving as an escalation point for team queries. You'll also manage internal escalations, maintain customer satisfaction, and contribute to process improvements within the care department.

To become an Italian Customer Care Agent at Deliveroo, you need strong written and verbal communication skills in English and Italian, experience in customer service or related fields, and the ability to demonstrate patience, empathy, and problem-solving skills. Familiarity with live chat, phone support, and adaptability to dynamic tasks will further enhance your candidacy.

While previous experience in customer service is beneficial for the Italian Customer Care Agent position at Deliveroo, candidates from hospitality and retail backgrounds are also welcome to apply. The focus is on your ability to exceed customer expectations and your proactive approach to problem-solving.

Deliveroo offers a competitive salary of £26,000, bonuses, and a wide range of benefits, including health, finance, family support, and community engagement opportunities. We prioritize the well-being of our employees and foster a diverse and inclusive workplace.

The work environment for an Italian Customer Care Agent at Deliveroo is vibrant and supportive. Operating in a hybrid role, you'll enjoy flexible in-office days while collaborating with a diverse team dedicated to operational excellence and customer satisfaction.

In handling difficult customers, it's essential to remain calm, listen actively, and empathize with their concerns. Acknowledging their feelings, offering solutions, and ensuring prompt follow-up can help de-escalate situations and restore customer satisfaction.

Certainly! Discuss a specific incident where you identified the root cause of a customer’s problem, followed through with effective communication, and implemented a solution. Highlight your analytical and problem-solving skills to show how you can apply these in the role at Deliveroo.

To meet productivity targets, I prioritize tasks by urgency and complexity, utilizing tools like checklists and time management techniques. Regularly reviewing my progress and being open to feedback enhances my efficiency and helps achieve set goals.

Share a specific scenario where teamwork led to successful outcomes. Emphasize your role and contributions, illustrating how collaboration can lead to problem-solving and enhanced performance, aligning with Deliveroo's team-oriented culture.

I believe in regularly evaluating processes, gathering customer feedback, and engaging team discussions to identify improvement opportunities. Implementing small changes can lead to significant enhancements in overall customer service quality.

I use prioritization and scheduling techniques, such as the Eisenhower Matrix, to manage tasks according to urgency and importance, allowing flexibility to adapt to shifting responsibilities while focusing on productivity.

I have a customer-first mindset, excellent communication skills in both English and Italian, and a track record of exceeding service expectations. My passion for problem-solving aligns perfectly with Deliveroo's mission to provide outstanding customer experiences.

I would listen carefully to the customer's concerns, express empathy, and validate their feelings. Then, I would provide options for resolving the issue, whether that's a refund or replacement, ensuring the customer feels valued and heard.

Key skills include strong communication, emotional intelligence, problem-solving abilities, attention to detail, and adaptability. These skills ensure effective customer interactions and contribute to maintaining Deliveroo's high service standards.

I focus on remaining organized by categorizing inquiries by priority and using efficient response templates where applicable, ensuring that customer queries via email, live chat, or phone are all handled promptly without sacrificing quality.