Customer Service Agent (Italian Speaking) - Inbound B2B

Deliveroo
Manchester
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Empathy","Problem-solving","Organization","Customer service"]

Customer-focused in-bound B2B support role handling Italian-speaking merchants in a hybrid Manchester environment. You’ll resolve complex partner issues, champion the merchant experience, and drive value-added initiatives (e.g., ads) to improve merchant success and CSAT, while collaborating across Merchant Service teams in a fast-paced marketplace.

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FursaFursa
Deliveroo
Deliveroo
2 months ago

Customer Service Agent (Italian Speaking) - Inbound B2B

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Customer-focused in-bound B2B support role handling Italian-speaking merchants in a hybrid Manchester environment. You’ll resolve complex partner issues, champion the merchant experience, and drive value-added initiatives (e.g., ads) to improve merchant success and CSAT, while collaborating across Merchant Service teams in a fast-paced marketplace.
Location: Manchester
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Own complex partner resolutions by handling inbound calls from Merchants with a focus on service excellence for the Italian market
  • •Champion the Merchant experience by ensuring interactions are detail-oriented and resolution-focused to achieve best-in-class CSAT scores
  • •Promote value-add initiatives, such as launching ads to improve merchant success on the platform
  • •Handle both inbound and live chat contacts for restaurant and grocery partners
  • •Work within the Merchant Service team to deliver fair, timely, and high-quality resolutions for Merchants

Pay and Benefits

Perks:Health InsuranceDentalLife InsurancePensionLearning Budget

Key Requirements

  • •Fluent in Italian and English with exceptional communication skills
  • •Proven ability to work independently in a high-volume environment
  • •Strong solution-based mindset with a results-oriented approach
  • •Familiarity with CRM systems, telephony platforms, or knowledge bases is a plus
  • •Commercial mindset with ideas to improve merchant performance on the platform
Experience:Merchant supportCustomer serviceInbound support
Skills:CommunicationEmpathyProblem-solvingOrganizationCustomer service
Languages:ItalianEnglish
Tech Stack:CRMTelephonyKnowledge base

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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