Service Operations Coordinator (Czech speaker)

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 March 23rd, 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.

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.

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!