Skip to main content

Customer Care Operations Manager

Jobs in Deliveroo Group

Industry Type: Food Delivery Company
Services: Online Food Ordering Food Delivery

Job Summary

Position Title Customer Care Operations Manager
Hiring Organization Deliveroo Group
Job Location Dubai, UAE
Base Salary AED
Job Schedule Full Time
Required Degree Bachelor's Degree
Required Skills Team Leader Or Ops Manager, Crisis Management, Business Continuity, CSAT, Policy Adherence, AHT, Excel Pivot Tables, INDEX MATCH
Required Experience 3+ years
Joining Immediately
Nationality Any
Languages English

Job Position

  • Manage the performance of our outsourced partner(s) and in house escalation desk, identifying areas for improvement and delivering action plans to ensure that targets are achieved and we deliver the best customer experience in the Middle East markets

Job Responsibilities

  • Make Care a true differentiator at Deliveroo, ensuring best in class customer satisfaction for all three sides of the marketplace
  • Relentlessly drive change – surfacing issues across Care operations, generating hypotheses, and landing improvements
  • Own performance deep dives and leading updates with executive stakeholders on specific issues (eg. performance gaps)Prepares call center performance insights by collecting and analyzing all available data sources
  • Evaluates individual performance reviews and overall team effectiveness with upper management

Job Requirements

  • Has 3+ years’ experience as a Team Leader or Ops Manager, within a customer service environment (at a BPO or in-house within a company)
  • Is calm under pressure and has experience of crisis management and business continuity
  • Has understanding of customer service metrics eg (CSAT, Policy Adherence, AHT) and drivers of performance for these individual metrics
  • Has solid analytical background (eg. Excel pivot tables, INDEX MATCH)Has an excellent verbal and written communication level in English
Disclaimer

THIS JOB WAS ORIGINALLY POSTED ON

Deliveroo Group