Service Operations Coordinator - German speaking

Company Description

A foodora a Delivery Hero Group, a világ vezető kiszállítási platformjának része. Küldetésünk, hogy fantasztikus rendelési élményt nyújtsunk – gyorsan, egyszerűen és egyenesen az ajtódhoz. Világszerte körülbelül 65 országban működünk. A Delivery Hero Group központja Berlinben, Németországban található, és 2017 óta jegyzik a frankfurti tőzsdén, valamint az MDAX részvényindex része.

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 19th of October 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 Swedish/ German/ 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 Mill Park – 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!