Customer Service Agent (Italian Speaking) - Inbound B2B at Deliveroo in Manchester, United Kingdom

Job description

• Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Our Merchant Support team supports Deliveroo’s restaurant and grocery partners delivering thoughtful, efficient, and empathetic service at every interaction. Whether solving live issues, building proactive support experiences, or driving continuous improvement through data and insights, we are champions of service excellence across our entire marketplace. If you care deeply about people and love making things better, this is the place for you.
• We’re looking for a Customer Service Agent to join our Merchant Excellence team. In this role, you’ll help us deliver fair, timely and high-quality resolutions for our Merchants.

Responsibilities

• You’ll be joining the Merchant Service team, handling both Inbound and Live chat contacts for our restaurant and grocery partners.
• Own complex partner resolutions: Handling inbound calls from our Merchants with an obsessive focus on service excellence for the Italian market.
• Champion the Merchant experience: Act as the face of the Merchant excellence team, ensuring every interaction is detail-oriented and resolution-focused to achieve best in class CSAT scores.
• Help our Merchants succeed - Promote value add initiatives such as launching ads to improve the merchants success on the platform.

Requirements

• Our ideal candidate will bring strong expertise in some of these areas and curiosity to grow in others:
• Proven ability to work independently: Comfortable managing a high-volume workload and driving tasks to a favorable outcome autonomously.
• Strong solution-based mindset: An organized and driven approach to problem-solving in a fast-paced environment.
• Exceptional communication skills: Fluent in Italian and English with the ability to handle sensitive cases with empathy and professional clarity.
• Commercial mindset: Come to each interaction with an idea how to help and improve the commercial return of Deliveroo Merchants.
• Operational curiosity: A keen eye for detail and a desire to understand the mechanics of a complex, three-sided marketplace.
• Technical aptitude: Familiarity with CRM systems, telephony platforms, or knowledge bases is a plus.

Skills

Required

• Fluent in Italian
• Fluent in English
• Ability to work independently
• Solution-based mindset
• Exceptional communication skills
• Commercial mindset
• Operational curiosity
• Attention to detail

Preferred

• Familiarity with CRM systems
• Familiarity with telephony platforms
• Familiarity with knowledge bases

Benefits

• At Deliveroo, customer care is central to how we build trust across our marketplace. You’ll work in a fast-paced, global environment where service excellence drives real impact.
• 🔧 Make a visible impact every day – Your work directly improves outcomes for customers, riders and restaurant partners.
• 🌱 Grow through ownership – Take responsibility for complex cases and help shape improvements to how we operate.
• 🧠 Develop deep operational expertise – Work across teams and markets to build strong regulatory and service knowledge.
• 🌎 Deliver together in an inclusive culture – Collaborative, values-driven teams that support how you work best.
• Benefits: * 25 days holiday + bank holidays (depending on department commitments) and "Time off for Charity" days.
• Subsidised health, dental, and life insurance.
• Deliveroo Plus subscription and company-paid team meals.
• Online learning courses from global universities and gym discounts.
• Cycle to work scheme and pension contributions.