Middle East Escalation Agent- Urdu Speaking, Deliveroo, Dubai, UAE

This job is OPEN to APPLY for ALL Nationalities, unless otherwise specified.

Read the Job Description, and scroll down for "Details to Register for this Job" to APPLY...


You will report to the Customer Care Team Manager, and you will be based in our Dubai offices (API Trio Tower) and working in the office full time.

You will:

     Be the first point of agent escalation on calls, chats and emails by handling the interaction live and directly speaking with the customer

    Identify the reason for escalations, showing empathy and a determination to resolve and de-escalate issues whilst providing clear resolutions promptly by correctly following our policies

    Provide feedback to Team Leaders on frontline agent performance issues to help drive improvements across the team

     Be able to clearly articulate to customers why a decision has been made and to be in objection handling when dealing with conflicts

    Resolve contacts by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.

    Provide support to outsourced teams by being subject matter expert

    Provide high-quality support to Deliveroo's most valued customers

    Be a subject matter expert and escalated complaints policies

    Work a rotating shift pattern across 7 days a week, 24 hours a day, including public holidays

    Complete any other tasks as directed by line manager or senior management

Requirements:

    Minimum of 2 years of experience in a contact centre environment with a focus on complaints handling

    Proficiency in Urdu and English languages at a C1/C2 level is a must.

    Advanced user of Microsoft Office/Google Workspace, CRM tools like Zendesk/Amazon Connect, with fast and accurate typing skills

    Experience handling support requests from a variety of different channels abilities, effective time and priority management

    Experience with meeting targets and maintaining high standards

    Ability to articulate decisions to customers across all channels, balancing firmness and fairness

    Root cause analysis expertise to provide efficient solutions

    Take full ownership of resolving customer issues

    Proficient in managing difficult conversations and conflict resolution

    Experience contributing to the ongoing development of departmental processes

    Experience empathizing with frustrated customers

Why Deliveroo

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

Workplace & Benefits

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.

Diversity

At Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry.

We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.

Please click here to view our candidate privacy policy.

DETAILS TO REGISTER FOR THIS JOB:
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https://boards.greenhouse.io/deliveroo/jobs/5968629


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