Quality Assurance & coaching - Customer Success!

Are you looking for a job with a focus on quality, coaching and development? And do you want to do this at one of Sweden’s most up-and-coming Tech-companies? We are growing, and we are growing fast! Now we are looking for a Quality Assurance & coaching specialist who will be an important part of our fast growing Customer Success department where you will develop our quality even more to provide the best positive customer experience to our customers, partners and riders.

In the role as a Quality Assurance & coaching you are both responsible for evaluating incoming incidents (calls, chats, emails) and also work proactively and see needs at both the whole department and individual level. We prefer that you have worked with service before and are familiar with the way of working, have previous experience of what affects the customer satisfaction and are a person who is driven by working towards high goals.

WHAT YOU WILL DO

- Coach individual agents performances and developments
- Assist Team Managers with materials for the whole teams score and accomplishments in order to develop our department
- Be involved in new processes and trainings within the Customer Success department
- Inventory training needs at Customer Service, Partner Service and Rider Service.
- Produce statistical reports regarding quality and results to management and other functions within the company
- Evaluate calls/chats/emails based on our template


YOU ARE

- Analytical - Analytical skills and curiosity to use data & to develope it into feedback
- Structured - You have a structured way of working to develop feasible project implementation plans
- Solutions oriented - Every day will probably not be a walk in the park, but when you face problems you see them as a fun challenge to solve
- Communicative - In addition to being good at communicating with your colleagues, you are also sharp in written communication
- Coaching, you love to inspire and to develop agents to always improve.
- Last but certainly not least, you are an empathic person who can familiarize yourself with different people's situations and feelings


QUALIFICATIONS

- We are looking for you who has 2-3 years of experience from a role where you worked with coaching in calls, chats and/or emails, training, employee development or similar.
- We see that you have interest and understanding in customer satisfaction and have a good ability to work in many different systems.
- We see that you can communicate fluently in Swedish and English both verbally and in writing.
- Foodora is a company that is constantly growing and changing and a prerequisite is that quick decisions must be taken sometimes. Therefore, it is important that you prosper in such an environment.


As a person, we see that you have a great understanding of differences and have a great driving force for the personal development of our agents. If you have knowledge of an evaluation program, such as Playvox, is a merit.

BENEFITS

- Wellness allowance
- Employee discount at foodora (wohoo!)
- Occupational pension, incl. premium exemption insurance, accident insurance, life insurance
- Benify
- Awesome AW’s and parties (we can’t wait to have them back)!


Our selection process is continuous and the advert may close before the recruitment process is completed if we have moved forward to the screening or interview phase.

Please check in our instagram foodorapeople.se (https://instagram.com/foodorapeople.se?igshid=12as2gaeoh57g) in the meantime to see what’s going on right now. Who knows, they might be your future colleagues!

Start date: October or according to notice period.

WHO WE ARE

We are foodorians, a happy gang of food lovers all eager to create the delivery service of the future! For us, humility, innovation and teamwork make up the cornerstone for our success, combined with a shared entrepreneurial spirit. We are currently breaking new grounds in the industry by completely redefining what a delivery service actually is - therefore, high tempo and flexibility is common and days never look the same (really!).

We are people from all backgrounds, with different experiences and wildly varied ideas and opinions. This is something we value highly, since we fully believe that diversity is what builds our culture and success. We are proud of being an employer for people from all corners of the world and at the same time distinguish ourselves as one of the fastest growing companies within LMD*!

Sure, growth and success is all fun and games, but let’s be clear: it cannot happen at the expense of our sustainability work. Since January 2020 we are a carbon neutral business, not just in Sweden but for our whole European operation. Our goals are ambitious to be leading the way for sustainability within our industry - from supplying 100% electrical transportation to promoting more environmentally friendly food choices, we want to stand for a green future! Are you in?

LMD stands for Last Mile Delivery. That, and many other nerdy abbreviations, is something you’ll come to learn when you start. ;)