Service Operations Coordinator (Czech speaker)

Job description

Company Description foodora is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 70 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index. Job Description 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 Handle daily service operations tasks to support overall team goals and ensure service levels are met. Monitor key performance indicators (KPIs) and contribute to operational targets by maintaining accuracy, speed, and quality. Escalate complex operational issues and follow up to ensure resolution and process improvement. Maintain process documentation and support standard operating procedure (SOP) adherence. Support implementation of new initiatives and process changes aimed at improving service effectiveness. Contribute to a positive and collaborative team environment that reflects foodora’s values. Communicate clearly with internal stakeholders and external partners to ensure operational alignment and transparency. Stay informed on relevant tools, systems, and product updates to effectively carry out tasks. Provide timely updates on tasks, blockers, and outcomes to team leads and relevant stakeholders. Assist customers with their issues with excellent customer service. Coordinate between customers/vendors/riders and other teams to identify and troubleshoot daily operational issues swiftly and effectively. Listen attentively to customer needs/concerns and demonstrate empathy while maximising the opportunity to build rapport with the customer Perform proactive follow-up with other support team members to ensure efficient resolution of customer requests. Adhere to the quality process set to ensure that we are providing accurate and timely service to the customers. Handle complaints and provide appropriate solutions and alternatives within the allocated time. 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. Qualifications What We’re Looking For Diploma, Degree, or relevant qualification in any field preferred. 1–3 years of experience in a contact center or customer service role, preferably within e-commerce, quick commerce, or tech industries. Strong communication skills in English and Czech, both written and verbal. Comfortable using tools such as Google Workspace or Microsoft Office. Familiarity with CRM, ticketing, or operations platforms is a plus. Strong attention to detail and ability to follow through on tasks. Comfortable working in a fast-paced environment with shifting priorities. Team player with a problem-solving mindset and a willingness to learn. Basic understanding of service metrics and operational KPIs. Experience with reporting, dashboards, or using data to guide decisions is a plus. Knowledge of COPC, Six Sigma, or SQL is a bonus but not required. Additional Information Your Benefits Modern, dog-friendly office in Budapest’s Haller Gardens – easy to reach, even by bike! International good vibe + strong corporate background = a secure & inspiring place to grow. From day one: life, accident & health insurance (MetLife). SZÉP-card & Medicare health package. foodora PRO & vouchers – tasty meals, even in the home office. Mental health support & relaxing office massages. In-house English lessons + LinkedIn Learning access. Extra days off, AYCM partnership & all tools provided. Social impact matters: we support 6 charities and you can join in!