Deliveroo
All Cost Centers
RiderSupportRepresentativePayments
“Rider Support Representative - Payments at Deliveroo. Skills: Customer support, Case management, Multilingual communication. Deliver email support to riders. Resolve payment-related queries”
What You'll Achieve.
Get riders on the road; Support riders while they're there; Resolve rider issues end-to-end; Improve outcomes for customers, riders and restaurant partners
Industry & Context.
Problem-solving; Adaptability; Navigate ambiguous information; Resourceful decisions under pressure; Safely escalate complex risks
Weekend shift patterns, Bank Holiday shift patterns
What They're Looking For.
Must Have
Professional proficiency in written and spoken English, Fluency in either French, Italian, or Dutch, Demonstrated experience handling case management in a dedicated email or chat-based customer service environment, Comfort with data and a solid understanding of Excel or Google Sheets, Proven ability to navigate ambiguous information, make resourceful decisions under pressure, and safely escalate complex risks, Ability to work a schedule that includes dedicated weekend working and Bank Holiday coverage
Nice to Have
Prior experience utilising ticketing tools like Zendesk
What You'll Do.
Deliver email support to riders
Resolve payment-related queries
Manage high-volume queues
Meet service level agreements
Exceed productivity targets
Provide operational guidance
Analyse trends in rider queries
Suggest process improvements
Resolve high-risk rider issues
How You'll Work.
Team & Collaboration
Collaborate cross-functionally to resolve issues; Work alongside cross-functional teams; Support frontline teams; Collaborative, values-driven teams
Communication Scope
English proficiency and fluency; French, Italian, or Dutch fluency; Multilingual communication skills; Clear, accurate, and empathetic email support; Clear operational guidance
Applying for this Rider Support Representative - Payments role?
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