Description
foodora - bringing good food into your everyday!
foodora is a Berlin-based food delivery service that partners exclusively with beloved local restaurants to deliver quality meals in over 50 cities worldwide. We know the best that our cities offer and we’re bringing it online, enabling our customers to order their favorite food through our app (for iOS or Android) or web portal. We provide our restaurant-partners with an on-demand fleet of bicycle couriers, making it simple for customers around the world to access delicious meals.
As part of the Global Operations team, you’ll collaborate with the customer service leadership, product, and engineering teams to deliver Zendesk solutions that improve the customer experience and increase agent productivity.
- Configure Zendesk for Bandwidth customer service and third party integrations.
- Merge Zendesk instances upon M&A of partner companies to ensure standartization within the service centers.
- Regularly audit Zendesk/VoIP permissions and workflows to keep the system running smoothly and without interruption
- Develop and tweak scalable agent workflow for an ever-expanding line of products and services.
- Create and maintain meaningful dashboards for management and agents.
- Maintain and develop Help Center integration.
- Organize and prioritize feature implementation and team requests.
- Respond quickly to administrative requests such as on-boarding and off-boarding users, agents, and addressing Zendesk/VoIP related issues.
The systems administrator reports to Foodora's Global Head of Customer Operations.
- 2+ years of work experience in a fast-paced, rapidly evolving call center environment
- At least 1 year experience with Zendesk (all products within the portfolio) - this is a must have
- Comfort with performing hands-on work and assisting with strategic projects
- Ability to thrive in a fast-paced environment
- Flexibility and the ability to work autonomously as well as take direction as needed
- Strong results-oriented troubleshooting and commitment to excellence
- Self-sufficiency with the ability to ask questions and request help when needed
- Excellent task- and time-management skills
- Five9 VoIP / JIRA / Salesforce experience is a plus
What we offer
Modern and spacious office in the heart of Berlin, close to amazing restaurants and bars.
- A vibrant and highly motivated team
- A great working atmosphere and regular company and team events
- Responsibility from day one in a fast growing and global company
- Great promotion and career opportunities
- Benefits include fresh fruits, cereals and of course, a lot of food!
