About the team
Our team PSC (Partner Service Center) supports partners by ensuring smooth communication and efficient problem resolution, directly contributing to Deliveroo’s mission to deliver exceptional food experiences.
We work closely with sales and commercial teams to foster strong partner relationships and seamless operations.
About the role
In this role, the agent will manage inquiries and requests from partners via phone and email, providing prompt support on refund disputes, partner settings, partner app, and tablet assistance. You will ensure clear communication and swift resolution of issues.
What you'll be doing
Manage refund requests received via the ticketing system (e.g., Salesforce, Zendesk), ensuring alignment with company policies and SLA compliance.
Provide support on partner settings including scheduled orders, opening hours, vacation mode, allergy notes, contact details but also on technical issues, refund disputes, invoices, and potential complaints.
Analyze problematic orders and intervene at different stages of the lifecycle
Use internal tools to check order status, validate refund eligibility, and process the appropriate action (partial, full, or rejection).
Collaborate with internal teams (e.g., Live Ops, Partner Services, Rider Support) to resolve complex cases.
Ensure clear and timely communication with partners via predefined support channels.
Report recurring issues or bugs to higher support levels or product teams.
Manage partner inquiries and requests via phone and email promptly and efficiently
Requirements
Basic understanding of the Deliveroo order lifecycle (e.g., API statuses, event triggers, tracking).
Familiarity with CRM and ticketing tools (Salesforce, MAT, Zendesk, etc.).
Strong attention to detail, time management, and problem-solving orientation.
Excellent communication skills (written and verbal).
Ability to work independently while following procedures and company policies.
Ability to manage multiple inquiries efficiently and prioritize tasks
Experience in customer support or partner management roles
Proficiency with email and phone communication tools
Proficiency in Italian
Customer service experience
Problem-solving mindset and attention to details
Why Deliveroo
Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.
We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.
Workplace & Benefits
At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.
Diversity
At Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry.
We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise 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. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.