Customer Service Agent – Italian Speaking (Inbound B2B)

About the role

Join Deliveroo’s Merchant Support team in Manchester as a Customer Service Agent focused on the Italian market. You will handle inbound calls and live‑chat interactions for restaurant and grocery partners, ensuring fast, empathetic, and high‑quality resolutions.

Key responsibilities

• Answer inbound calls and live‑chat messages from merchants, delivering service excellence for the Italian market.
• Own complex partner issues, guiding them to timely and fair resolutions while maintaining high CSAT scores.
• Promote value‑add initiatives such as advertising campaigns to help merchants grow on the platform.
• Collaborate with internal teams to share insights and drive continuous improvement.
• Maintain accurate records of interactions using the company’s CRM and knowledge‑base tools.

Required profile

• Fluent in Italian and English, with strong written and verbal communication skills.
• Proven ability to work independently in a high‑volume, fast‑paced environment.
• Solution‑oriented mindset with a commercial focus on improving merchant performance.
• Detail‑oriented curiosity about the mechanics of a three‑sided marketplace.
• Comfortable handling sensitive cases with empathy and professionalism.

Required skills

• Familiarity with CRM systems.
• Experience with telephony platforms or knowledge‑base tools.

What we offer

• Base salary of £27,700 plus quarterly bonus.
• Hybrid working model – three days in‑office, two days remote.
• Opportunity to make a visible impact on customers, riders, and restaurant partners.
• Growth through ownership of complex cases and development of operational expertise.