Customer Service Agent (Italian Speaking) - Inbound B2B

Deliveroo
Manchester
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Empathy","Independence","Problem-solving","Attention to detail"]

Handle inbound calls and live chat for restaurant and grocery partners, resolving complex merchant issues with a service-excellence mindset for the Italian market. Own cases end-to-end to deliver fair, timely, high-quality resolutions and drive strong CSAT. Act as a face of the Merchant Excellence team, support merchant success initiatives such as ads, and use curiosity and operational understanding to continuously improve support experiences.

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FursaFursa
Deliveroo
Deliveroo
9 hours ago

Customer Service Agent (Italian Speaking) - Inbound B2B

âś“ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Handle inbound calls and live chat for restaurant and grocery partners, resolving complex merchant issues with a service-excellence mindset for the Italian market. Own cases end-to-end to deliver fair, timely, high-quality resolutions and drive strong CSAT. Act as a face of the Merchant Excellence team, support merchant success initiatives such as ads, and use curiosity and operational understanding to continuously improve support experiences.
Location: Manchester
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Handle inbound calls and live chat contacts for restaurant and grocery partners in the Italian market.
  • •Own complex merchant resolutions with an obsessive focus on service excellence.
  • •Deliver detail-oriented, resolution-focused support to achieve best-in-class CSAT scores.
  • •Act as the face of the Merchant Excellence team and promote merchant value-add initiatives such as ads.
  • •Drive continuous improvement by identifying insights from support interactions and participating in operational enhancements.

Pay and Benefits

Perks:Paid LeaveHealth InsuranceDentalLife InsuranceLearning BudgetGym MembershipPension

Key Requirements

  • •Fluent in Italian and English, with the ability to handle sensitive cases with empathy and professional clarity.
  • •Proven ability to work independently, comfortably managing a high-volume workload and driving tasks to completion.
  • •Strong solution-based mindset and an organized, driven approach to problem-solving in a fast-paced environment.
  • •Commercial mindset for each interaction, focused on improving merchants’ commercial return.
  • •Technical aptitude with familiarity (or willingness to learn) CRM systems, telephony platforms, or knowledge bases.
Skills:CommunicationEmpathyIndependenceProblem-solvingAttention to detail
Languages:ItalianEnglish
Tech Stack:CRMTelephony platformsKnowledge bases

Company Brief

Deliveroo
Deliveroo is a multinational online food and grocery delivery marketplace connecting consumers, restaurants, retailers and riders via its app and platform, operating across multiple countries with fast local delivery and logistics services.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Unicorn (USD 1B+)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 2013
Glassdoor
Glassdoor: 3.4
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