Customer Care Executive

Date Posted: Posted30+ days ago
London•Temporarily Remote

Job Description

Customer Care Executive

Are you an engaged, empathetic and proactive individual? Do you love creating strong and positive relationships with new and existing customers? Are you passionate about customer care, with the ability to offer a best-in class customer service? Keep reading, we think you'll like what you see!

Our story

We are Just Eat for Business (part of the Just Eat Takeaway group), and we're on a mission to change the way people work - both in the office and at home! We make it easy for your teams to order great food for any occasion at home or in the office. As a Customer Care Executive at Just Eat for Business, you will be working in a fast paced and growing team, with a passion for food as well as technology. You will be responsible for delivering best in-class customer service to a variety of customers, as well as restaurant (vendor) partners that use our platform. You will assist customers with any enquiries and issues, via web-chat, Zendesk and phone. Our team works with some of the most delicious independent restaurants, street food Vendors and caterers our cities have to offer!

All about the role

As a Customer Care Executive at Just Eat for Business, you will ensure that our operation runs smoothly, so that our customers and vendor partners have the best experience possible! You will act as a stakeholder manager between customers, vendor and delivery partners and will be responsible for proactively resolving on-the-day issues. There will be a key focus on retaining customers through balancing their needs with those of the business. This is a fantastic opportunity for someone who loves all things food and wants to be part of the wider Just Eat Takeaway business. You'll be joining a team of caring, proactive and driven pioneers that take a customer-centric approach to business. Before continuing on with this application, we want to ensure that all our candidates are aware of the shift work required for this role. As a Customer Care Executive, you will be required to work weekends, morning and evening shifts. We know this plays an important part in choosing a role, so we want to be transparent from the very beginning. Sound good to you? Great! Please take a look below at what you'll be up to day-to-day in the role and who we're looking for.

In this role, you will also have the opportunity to:
  • Being the first point of contact for customer support queries and regularly saving the day by juggling tasks such as editing orders, resolving order issues and managing cancellations;
  • Taking ownership of customer deliveries, working with our third party logistics partners on a daily basis to help proactively identify and solve order issues, before the customer is aware;
  • Focusing on quality of service by building engaging relationships through each and every interaction;
  • Retaining customers by transforming poor experiences into positive ones, responding to feedback with empathy and offering appropriate and timely compensation;
  • Knowing our priority customers and accommodating their individual needs through effective prioritisation and order management;
  • Proactively suggesting ways to achieve our service and efficiency goals and deliver even better customer experiences by collecting data and sharing feedback to inform future business processes;
  • Working cross-functionally with our Product, Sales, Account Management and Vendor Teams to help us deliver a market-leading customer experience;
  • Understanding Just Eat for Business' strategy, knowing and shaping how Customer Care feeds into this;
  • Seeking out opportunities for personal growth and development, highlighting knowledge gaps and supporting with training, as required;
  • Acting as a brand ambassador for Just Eat for Business, championing the voice of the customer across the company to drive key business decisions.

Can you deliver…

Here are the skills and experience we need from you:

  • Someone with 1+ years experience providing a quality experience in a customer-facing environment
  • A positive and engaged individual with strong initiative, a can-do attitude and eagerness to take on more responsibility
  • A caring individual with a customer-obsessed mindset which guides decisions and behaviours and a track record of building engaging relationships
  • An effective communicator with excellent spoken and written English, keen attention to detail and an ability to anticipate problems before they arise
  • An enthusiastic person who thrives in a fast-paced, environment with strong multitasking ability
  • A proactive individual, excited to ideate and begin to execute changes in order to optimise products and processes
  • Someone who is committed to working a shift pattern in the long-term, including morning, evening and weekend shifts
  • A highly organised, confident and reliable individual able to log data with accuracy and deliver on commitments
  • A flexible team player willing to jump in and support others, both in Customer Care, and beyond
  • Someone who is passionate about delivering outstanding customer service, enjoys helping people and doesn't rest until everything is in order

Here is our offer

Here at Just Eat, we offer our colleagues the chance to develop and grow alongside top talent in one of the world's leading food delivery companies. By providing a creative, dynamic and innovative environment, we empower our people and give them the ingredients for success.

Ready to join us as a Customer Care Executive? Click Apply Now and send us your CV and a motivational letter!

Diversity, Inclusion & Belonging.

No matter who you are, what you look like, who you love, or where you are from, you can find your place at Just Eat We're committed to creating an inclusive culture, encouraging diversity of people and thinking, in which all employees feel they truly belong and can bring their most colourful selves to work every day.

More about us

Want to know more about our company vision, culture or career growth opportunities? Have a look on our careers site.

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