Customer Service Agent (Italian Speaking) - Inbound B2B

Customer Service Agent (Italian Speaking) - Inbound B2B

Job ID: R22045

Customer Care

Manchester - Main Office

Permanent

What You'll Be Doing

You'll be joining the Merchant Service team, handling both inbound and live chat contacts for our restaurant and grocery partners.

• Own complex partner resolutions: handling inbound calls from our merchants with a focus on service excellence for the Italian market.
• Champion the Merchant experience: act as the face of the Merchant excellence team, ensuring every interaction is detail oriented and resolution focused to achieve best in class CSAT scores.
• Help our merchants succeed by promoting value add initiatives such as launching ads to improve merchant success on the platform.

What You'll Need to Thrive

• Proven ability to work independently: comfortable managing a high volume workload and driving tasks to a favourable outcome autonomously.
• Strong solution based mindset: an organised and driven approach to problem solving in a fast paced environment.
• Exceptional communication skills: fluent in Italian and English, able to handle sensitive cases with empathy and professional clarity.
• Commercial mindset: come to each interaction with an idea of how to help and improve the commercial return of Deliveroo merchants.
• Operational curiosity: a keen eye for detail and a desire to understand the mechanics of a complex, three sided marketplace.
• Technical aptitude: familiarity with CRM systems, telephony platforms, or knowledge bases is a plus.

Why Join Us?

• Make a visible impact every day: your work directly improves outcomes for customers, riders and restaurant partners.
• Grow through ownership: take responsibility for complex cases and help shape improvements to how we operate.
• Develop deep operational expertise: work across teams and markets to build strong regulatory and service knowledge.
• Deliver together in an inclusive culture: collaborative, values driven teams that support how you work best.

Benefits

• 25 days holiday + bank holidays (depending on department commitments) and "Time off for Charity" days.
• Subsidised health, dental, and life insurance.
• Deliveroo Plus subscription and company paid team meals.
• Online learning courses from global universities and gym discounts.
• Cycle to work scheme and pension contributions.
• Access to wellbeing apps such as LesMills+, Strava, Headspace, and Yogaia via GymPass.

Diversity, Equity and Inclusion

At Deliveroo, we know that a great workplace reflects the world around us and true diversity and inclusion make us stronger, more creative and better at what we do. We're committed to fostering an environment where everyone can do their best work and feel they belong.

We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio economic background, religion or belief.

If you have a disability or long term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you'll have the opportunity to let us know once you've submitted your application. We'll share details on how to request support so we can ensure you have a fair and equitable experience.

Compensation

• We aim to pay every employee competitively for the role they are performing in their respective location.
• Depending on role and location, some employees may be eligible for an annual cash bonus, sign on bonus or relocation support.
• Up to 5% matched pension contributions.

Equity

• Some roles may be eligible for share awards, giving them ownership in Deliveroo and a share in our success.

Food

• Free Deliveroo Plus: free delivery and access to special offers.
• Team lunches from the best local restaurants.

Time Away

• 25 days annual leave plus bank holidays, increasing with length of time spent working at Deliveroo.
• One day of paid leave per year to volunteer with a registered charity.

Work Life

• Maternity, paternity and shared parental leave, eligible from day one of employment.
• Excellent kit to enable working from home and a parent friendly working culture.
• Access to free mortgage advice.
• Cycle to Work scheme or Season Ticket Loans, depending on how you wish to travel.
• Excellent learning and development opportunities and access to RooLearn, our learning platform, packed with high quality training and content.
• Regular Employee Resource Group (ERG) led social events - examples include dinners, dance lessons and in office yoga sessions.