💼 About This Role

You'll join the Merchant Excellence team to handle inbound calls and live chats for restaurant and grocery partners. You'll own complex resolutions and champion the merchant experience, ensuring high-quality service for the Italian market.

🎯 What You'll Do

• Handle inbound calls and live chats from merchant partners
• Own complex partner resolutions with focus on service excellence
• Champion merchant experience and achieve best-in-class CSAT scores
• Promote value-add initiatives like ads to improve merchant success

📋 Requirements

• Fluent in Italian and English
• Proven ability to work independently in a high-volume environment
• Strong solution-based mindset for problem-solving
• Commercial mindset to improve merchant return

✨ Nice to Have

• Familiarity with CRM systems or telephony platforms
• Operational curiosity and attention to detail

🎁 Benefits & Perks

• 🏖️ 25 days holiday plus bank holidays and charity days
• 🏥 Subsidised health, dental, and life insurance
• 🍕 Deliveroo Plus subscription and company-paid team meals
• 💻 Online learning courses from global universities

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter call· 30 min
2. 2Technical interview· 45 min
3. 3Offer· 15 min