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Rider Operations Specialist
2 months ago
About the Role
We're seeking a highly skilled Rider Operations Associate to join our team at Deliveroo. As a key member of our Rider Operations Team, you will play a pivotal role in providing exceptional support to our riders, analyzing data, optimizing processes, and implementing new procedures to enhance efficiency and improve the overall rider experience.
Key Responsibilities
- Analyze data to identify trends and areas for improvement, making data-driven insights to optimize processes and enhance rider experience.
- Support the implementation of new processes to drive efficiency within the team and provide amazing service to our riders.
- Supervise a team of support agents, providing guidance, training, and performance feedback to ensure high-quality customer service and adherence to established procedures.
- Develop and implement quality assurance measures to monitor and evaluate agent performance.
- Deal with and coordinate responses to escalations, working to better our issue escalation processes.
- Create, analyze, and share reporting with relevant stakeholders.
- Provide excellent rider service to our riders.
Requirements
- 2-3 years of relevant professional experience.
- Ability to make actionable insights from quantitative and qualitative data sets.
- Written and verbal English and Chinese - bilingual proficiency.
- Clear and engaging communication skills in person, on the phone, and in writing.
- Ability to deliver complex messages and explain concepts clearly and succinctly to a diverse audience.
- Refined interpersonal skills, ability to empathize and connect with people from a wide variety of backgrounds.
- Significant experience in a people-facing role.
- Confidence to remain calm under pressure and instill calm in others.
What We Offer
At Deliveroo, we prioritize our employees' welfare and offer a range of benefits, including healthcare, well-being, parental leave, pensions, and generous annual leave allowances. We're committed to diversity, equity, and inclusion in all aspects of our hiring process and strive to create a workplace that represents the world we live in.
