Customer Care Executive

3 weeks ago

London, United Kingdom Just Eat Takeaway.com Full time

**Ready for a Challenge**

**Role Brief**:
As a Customer Care Executive, you will ensure that our operation runs smoothly so that our customers and restaurants have the best experience possible. You act as a stakeholder manager between customers, restaurants and delivery partners and am responsible for proactively resolving on-the-day issues. You focus on retaining customers through balancing their needs with those of the business. You report into the Head of Customer Care.

**Team Brief**

The Customer Care Team at Just Eat for Business is responsible for delighting customers and restaurants. We proactively manage delivery and restaurant partners to fulfil each order successfully and support customers with issue resolution and amending orders. Internally, we represent the voice of the customer, suggesting improved product functionality and ways of working between teams to drive great experiences.

**Responsibilities**
- Being the first point of contact for our customers, providing general support and building engaging relationships through each and every interaction;
- Taking ownership of customer deliveries, working with our third party delivery companies on a daily basis to help proactively identify and solve order issues, before the customer is aware;
- Regularly saving the day by juggling tasks such as editing orders, practically solving order issues or cancellations;
- Retaining customers by turning poor experiences into positive ones, offering appropriate compensation and creating wow for every customer;
- Knowing our priority customers and understanding their individual needs;
- Responding to customer and driver feedback, collecting data and reporting any issues to inform future business processes;
- Proactively suggesting how we can achieve our customer experience and efficiency goals and deliver ever better customer experiences;
- Working with our Product, Operations, Sales, Account Management and Restaurant teams to help us deliver market leading customer experience.

**Skills Required**:

- 1-2 years experience in a customer-facing role, ideally on the phone and online chat;
- Customer-obsessed mindset which guides decisions and behaviours;
- Curious in understanding the root cause of delivery issues, actively proposing ideas and reaching out to experts in the business to address them;
- Effective team player, both within Customer Care to maintain service levels and efficiently resolve issues, and cross-functionally to ensure root causes are addressed;
- Proactive mindset, able to identify and resolve issues before the customer is aware of them;
- Strong initiative and engagement in order to drive retention through customer-centric decision making;
- Articulate communicator with excellent spoken and written English;
- Keen eye for detail, not resting until everything is in order;
- Thrive in a fast-paced, team environment with an ability to work well under pressure.

**At JET, this is on the menu**:
Our teams forge connections internally and work with some of the best-known brands on the planet, giving us truly international impact in a dynamic environment.

Fun, fast-paced and supportive, the JET culture is about movement, growth and about celebrating every aspect of our JETers. Thanks to them we stay one step ahead of the competition.

**Inclusion, Diversity & Belonging**

**What else is cooking?**

Want to know more about our JETers, culture or company? Have a look at our career site where you can find people's stories, blogs, podcasts and more JET morsels.

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