Service Operations Coordinator

Foodora, part of the Delivery Hero Group, which is the world's pioneering delivery platform. Our mission is to provide a fantastic ordering experience – fast, simple, and right to the door. We operate in more than 70 countries worldwide. The Delivery Hero Group is headquartered in Berlin, Germany, has been listed on the Frankfurt Stock Exchange since 2017, and is part of the MDAX stock index.

We are looking for a detail-oriented and proactive Service Operations Coordinator to support the smooth execution of day-to-day service operations. 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.

WHAT YOU WILL OWN:

• 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.

• 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 either Norwegian/ German AND English, 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.

• Flexible to work rotating shifts, including early mornings, evenings, weekends, and public holidays, in line with EU and Hungarian labor regulations.