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Rider Operations Specialist
2 months ago
We're seeking a skilled Rider Operations Associate to join our team at Deliveroo. As a key member of our Rider Operations Team, you'll play a vital role in providing exceptional support to our riders, analyzing data to optimize processes, and implementing new procedures to enhance efficiency and improve the rider experience.
Key Responsibilities- Analyze data to identify trends and areas for improvement, making data-driven insights to inform process optimization.
- Support the implementation of new processes to drive efficiency and improve rider satisfaction.
- Supervise a team of support agents, providing guidance, training, and performance feedback to ensure high-quality customer service.
- Develop and implement quality assurance measures to monitor and evaluate agent performance.
- Coordinate responses to escalations and work to improve issue escalation processes.
- Provide excellent rider service and support to our valued riders.
- 2-3 years of relevant professional experience.
- Ability to analyze data and make actionable insights.
- Excellent written and verbal communication skills in English and Chinese.
- Clear and engaging communication skills in person, on the phone, and in writing.
- Ability to deliver complex messages and explain concepts clearly and succinctly.
- Refined interpersonal skills and ability to empathize with riders from diverse backgrounds.
- Significant experience in a people-facing role.
- Confidence to remain calm under pressure and instill calm in others.
Deliveroo is a fast-growing food delivery company that's transforming the way people shop and eat. We're committed to diversity, equity, and inclusion in all aspects of our hiring process. We recognize that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know.
