With over 98 million active users across 22 countries, here at Just Eat Takeaway.com, we’re a global food tech company, connecting our customers with the food they love.
Key Responsibilities
- General customer (partner) service leadership, including the creation and delivery of policies and practices for customer relationship management, issue resolution, etc.
- Oversight of operations within a contact/call centre at the country level, including phone support, email/chat support, etc.
- Execute against the Partner segmentation strategy ensuring the right partners are supported at the right time with the right resource mix
- Managing and reporting on KPIs
- Support the development and own the execution of a brand new Partner Satisfaction metric for live and non-live contacts, understanding drivers of satisfaction, and building strategies and tactics to optimise Partner experience while minimising cost to to serve
- Monitor and influence changes to policies embedded within the Customer Care Plan that impact Partners including balancing Partner incurred costs and Partner refunds
- Manage BPO operational outcomes related to Partner support provided
- Optimising processes to increase customer services performance
- Develop strong working relationships with a variety of internal stakeholders in a proactive and professional manner, advocating for cross-team collaboration to deliver on strategies.
- Lead employees to meet the organisation’s expectations for productivity, quality, continuous improvement, and goal accomplishment
- Analyse insights to monitor the success of services and optimise tactics based on data-driven findings. Create data visualisation and present findings to stakeholders.
Required skills and experience. Can you deliver…?
- Post Secondary degree or diploma in Business Administration or related field.
- 5+ years of related experience is preferred eg. Team Leadership, Account Management.
- Experience and ability to manage, train, cultivate and motivate talent within a fast-paced and growing environment.
- Proven track record of business development and collaborative account management.
- Strong project management, problem-solving, decision-making and negotiation skills
Why work at Skip?
Skip is the kind of workplace that garnered a “Top Places to Work in Manitoba” and it was no small coincidence. We set out to make this a place our employees are proud to tell their Mothers, Fathers, friends and anyone who will listen that they work here. Skip team members feel pride knowing their input and uniqueness are not only embraced but make an impact on a major Canadian company and its satisfied customers. As the company grows, so do you — you meet and surpass new challenges every day. That’s just a small taste of what it’s like to work at one of Canada’s leading tech companies. If you’re hungry for opportunity, growth, and something meaningful in a dynamic, fun and challenging environment, we’d love to hear from you.
SKIP is proud to be an Equal Opportunity employer. We are committed to fostering a diverse and inclusive environment where all employees feel they truly belong and where everyone is included, seen, heard and respected.
In keeping with our values, all applicants will receive consideration for employment regardless of: gender identity or expression, sexual orientation, race, ancestry, national origin, religion, age, marital/domestic partner status, (dis)ability, neurodivergence, or any other characteristic protected by law. Should you require any accommodations throughout the hiring process, we encourage you to reach out to your talent acquisition specialist.
Note:
- All employees will be asked to sign a Consent for Disclosure of Personal Information in order to complete a background check. Job offers will be conditional upon results that the Company determines to be satisfactory.
- This role requires a minimum of three (3) days per week in the office.
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