Customer Service Agent (Italian Speaking) - Inbound B2B

Deliveroo Holdings plc

Job Overview

Location

Manchester - Main Office

Job Type

Full-time

Full Job Description

📋 Description

• Join our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do.
• Our Merchant Support team supports Deliveroo’s restaurant and grocery partners delivering thoughtful, efficient, and empathetic service at every interaction.
• As a Customer Service Agent, you’ll help us deliver fair, timely and high-quality resolutions for our Merchants.
• You’ll handle both Inbound and Live chat contacts for our restaurant and grocery partners, focusing on the Italian market.
• You’ll champion the Merchant experience, ensuring every interaction is detail-oriented and resolution-focused to achieve best in class CSAT scores.
• You’ll promote value add initiatives such as launching ads to improve the merchants success on the platform.
• You’ll work in a fast-paced, global environment where service excellence drives real impact.
• You’ll have the opportunity to grow through ownership, develop deep operational expertise, and deliver together in an inclusive culture.

🎯 Requirements

• Proven ability to work independently, managing a high-volume workload and driving tasks to a favorable outcome autonomously.
• Strong solution-based mindset, with an organized and driven approach to problem-solving in a fast-paced environment.
• Exceptional communication skills, with fluency in Italian and English and the ability to handle sensitive cases with empathy and professional clarity.
• Commercial mindset, with the ability to come to each interaction with an idea how to help and improve the commercial return of Deliveroo Merchants.
• Operational curiosity, with a keen eye for detail and a desire to understand the mechanics of a complex, three-sided marketplace.
• Technical aptitude, with familiarity with CRM systems, telephony platforms, or knowledge bases.

🏖️ Benefits

• 25 days holiday + bank holidays (depending on department commitments) and "Time off for Charity" days.
• Subsidised health, dental, and life insurance.
• Deliveroo Plus subscription and company-paid team meals.
• Online learning courses from global universities and gym discounts.
• Cycle to work scheme and pension contributions.

Skills & Technologies

Hybrid

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Deliveroo Holdings plc

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About Deliveroo Holdings plc

Deliveroo operates an online food-delivery marketplace connecting consumers with restaurants and grocery retailers through a logistics network of riders. Founded in 2013 in London, the platform processes orders via mobile and web, manages dispatch, and provides data analytics to partners. Revenue comes from commissions, delivery fees, and subscription memberships. It serves urban markets across Europe, Asia-Pacific, and the Middle East, holding licenses as a technology intermediary and courier service provider.

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