New Partner Experience Agent

Job Description

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.

Purpose of Job:

Leading the new restaurant experience efforts to increase the engagement of the partners with the company.

Understanding their specific needs and value proposition to tailor strategies that will help them grow their business on the platform.

Main Responsibilities:

• Guiding the newly onboarded restaurant partners during their first 56 days on their Deliveroo journey. Setting them up for success by educating them on our ways of working and tools, along with our best practices.

• Working with newly onboarded restaurants and managing challenging situations by demonstrating empathy and understanding towards rx partners

• Ability to manage and prioritise a call list, schedule follow up calls as required, and log the outcome of each call.

• Acting on ad hoc tasks with clear instructions from leads / management in a timely manner

• Demonstrates strong attention to detail and always provides rx partners with accurate information

• Uses tools to drive efficiencies through proper documentation

• Ability to upsell and tailors calls based on the rx partner's position

• Building trust & relationships with new restaurants to ensure they succeed on Deliveroo

• Providing clear communication to resolve rx partners queries

• Adherence to best practice and ways of working, representing Deliveroo professionally

Requirements:

• Education (BSc/BA in business or related field)

• Experience (up to 2 years of experience in commercial/account management roles)

• Skillset:

  • Experience in relationship management / customer service

  • Excellent communication

  • Comfortable with trying new processes and able to charter new ones

  • Solid analytical skills, attention to detail

  • Problem solving and organisation

  • Ability to work under pressure & in a fast paced environment

• Has a proficient understanding and usage of company tools including Salesforce, Google Sheets, Admin, Restaurant Hub and other tools that directly impact their scope of work.

• Characteristics, self-starter capable of driving yourself to your targets

• Arabic is a plus

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

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.