About Company
Deliveroo is on a mission to transform the way people eat. We are a technology company that connects customers with the best local restaurants and takeaways, bringing great food straight to their doors. Founded in London in 2013, we’ve grown rapidly to operate in numerous countries, continuously innovating to provide an unparalleled experience for customers, restaurants, and riders alike. Our success is built on a foundation of cutting-edge technology, efficient logistics, and, most importantly, a passion for food and people. At Deliveroo, we believe in creating an inclusive and dynamic environment where every team member can thrive and contribute to our exciting journey. Join us and be part of a company that’s shaping the future of food delivery.
Job Description
Are you a natural problem-solver with a passion for helping people? Do you thrive in a fast-paced environment and prefer working during the evening hours? Deliveroo is seeking dedicated and empathetic individuals to join our remote Customer Support team for an Evening Role. This is a fantastic opportunity to be the friendly voice of Deliveroo, providing exceptional service and resolving queries for our diverse customer base, restaurant partners, and riders. As a Remote Customer Support agent, you will be an integral part of our operations, working from the comfort of your own home to ensure smooth deliveries and satisfying experiences during peak evening hours. Your day will involve handling a wide array of inquiries via phone, email, and chat, ranging from order tracking and delivery issues to account management and technical support. You’ll be empowered to make decisions, troubleshoot effectively, and leave every customer feeling valued and understood. We’re looking for someone who is not only a fantastic communicator but also highly organised, adaptable, and capable of working independently. This role requires a commitment to customer satisfaction and a genuine desire to contribute to Deliveroo’s reputation for excellence. If you’re looking for a rewarding role that offers flexibility, a vibrant team culture, and the chance to make a real impact, we encourage you to apply and help us deliver joy, one meal at a time.
Key Responsibilities
- Provide exceptional customer service and support to Deliveroo customers, restaurant partners, and riders via phone, email, and live chat.
- Efficiently resolve a variety of inquiries and issues, including order status, delivery problems, account management, and technical troubleshooting.
- Accurately document all customer interactions and resolutions using our internal CRM system.
- Adhere to company policies, procedures, and service level agreements (SLAs) to ensure consistent quality and efficiency.
- Collaborate with internal teams (e.g., operations, tech) to escalate complex issues and ensure timely resolution.
- Proactively identify and report recurring issues or trends to help improve overall service and product offerings.
- Maintain a high level of product and service knowledge to provide accurate and helpful information.
- Contribute to a positive team environment, sharing best practices and supporting colleagues as needed.
- Manage your time effectively to handle a high volume of inquiries during evening peak periods.
Required Skills
- Excellent verbal and written communication skills in English.
- Proven experience in a customer service or support role (at least 1 year).
- Strong problem-solving abilities and a keen eye for detail.
- High level of empathy and patience, with the ability to remain calm under pressure.
- Proficiency with computers and experience using CRM software or similar systems.
- Ability to work independently and manage time effectively in a remote setting.
- Availability to work consistent evening shifts, including weekends and public holidays.
- Reliable high-speed internet connection and a dedicated, quiet home workspace.
Preferred Qualifications
- Previous experience in a remote work environment.
- Experience in the food delivery, e-commerce, or technology industry.
- Familiarity with Deliveroo's services and platform.
- Ability to speak a second language (e.g., French, Spanish, German, Italian).
Perks & Benefits
- Competitive salary and performance-based incentives.
- Generous holiday allowance.
- Opportunities for career growth and professional development.
- Access to a comprehensive health and wellness program.
- Employee discount on Deliveroo orders.
- A vibrant, inclusive, and supportive company culture.
- Remote work setup, providing flexibility and work-life balance.
How to Apply
If you are passionate about customer service and ready to join a leading tech company, we encourage you to apply! Please click on the application link below to submit your CV and a cover letter outlining your relevant experience and why you are a great fit for this remote evening role at Deliveroo. We look forward to reviewing your application.