We're looking for full-time Service Operations stars to join our team! At foodora, we (almost) never sleep — we’re open every day from 10:00 to 22:00, including weekends and public holidays. That means we need team members who are flexible and willing to work across daytime, evenings, weekends, and holidays.
In this role, you will play a key part in delivering efficient, high-quality support to customers and partners while ensuring adherence to established processes and service standards. You’ll collaborate closely with internal teams and BPO partners to contribute to a culture of operational excellence and continuous improvement. Your journey begins with mandatory in-person training, spread across one month from our office. The next training starts on April 20th, and full attendance is required.
What You’ll Do
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Handle daily service operations tasks to support overall team goals and ensure service levels are met.
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Monitor key performance indicators (KPIs) and contribute to operational targets by maintaining accuracy, speed, and quality.
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Escalate complex operational issues and follow up to ensure resolution and process improvement.
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Maintain process documentation and support standard operating procedure (SOP) adherence.
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Support implementation of new initiatives and process changes aimed at improving service effectiveness.
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Contribute to a positive and collaborative team environment that reflects foodora’s values.
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Communicate clearly with internal stakeholders and external partners to ensure operational alignment and transparency.
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Stay informed on relevant tools, systems, and product updates to effectively carry out tasks.
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Provide timely updates on tasks, blockers, and outcomes to team leads and relevant stakeholders.
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Assist customers with their issues with excellent customer service.
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Coordinate between customers/vendors/riders and other teams to identify and troubleshoot daily operational issues swiftly and effectively.
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Listen attentively to customer needs/concerns and demonstrate empathy while maximising the opportunity to build rapport with the customer
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Perform proactive follow-up with other support team members to ensure efficient resolution of customer requests.
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Adhere to the quality process set to ensure that we are providing accurate and timely service to the customers.
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Handle complaints and provide appropriate solutions and alternatives within the allocated time.
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Work on personal and team goals as part of a dynamic team in a fast-paced environment.
Help us raise the bar — and grow with us. If you're eager to learn, lead, and make an impact, you’ll find fantastic growth opportunities at foodora.