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Dispatch + Customer Service

Intro

Dear Rider,

Every day we have several points of contact. Hence it is more than on time that we - the dispatchers and customer care - introduce ourselves to you. We gathered some pictures of us. We want you to get an impression of who you are talking to when you are calling or texting.

Furthermore, we want to give you a little idea of how we work and what “dispatching” actually means.

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Customer Happiness TeamWho are we

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Who are we - I

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Our dispatching team has three teamleaders. A teamlead is responsible for checking upon the processes, training dispatchers continuously and jumping in whenever it’s needed (e.g. helping out with dispatching one specific city, supporting with WhatsApp

and assisting customer service)

v Bas

Head of Dispatch & Customer Service

Graduated Bachelor Marketing & Communication

At foodora since: 02/2016

Mike

Fulltime Teamlead Dispatch & Customer Service

Studied Bachelor Art & Economics

At foodora since: 04/2016

Claudette

Parttime Dispatcher

Graduated Master Business Administration & Master Corporate Communication

At foodora since: 03/2016

Jesse

Fulltime Teamlead Dispatch & Customer Service

Graduated Master Persuasive Communication

At foodora since: 05/2015

Cristo

Parttime Teamlead Dispatch & Customer Service

Student Bachelor Music & Technology - Sound Design

At foodora since: 12/2015

Berk

Parttime Dispatcher

Student Bachelor Economics & Business

At foodora since: 02/2016

Who are we - II

5The dispatchers are responsible for one or two cities during a shift (depends on the difficulty level and size of the city)They control the automatic distribution of orders and try to react immediately to upcoming problems (e.g. lateness).

Stijn

Parttime Dispatcher

Graduated Master Transport & Supply Chain Management

At foodora since: 02/2016

Jonne

Parttime Dispatcher

Student Master Clinical Psychology

At foodora since: 07/2015

LaurensParttime Dispatcher

Student Master Business Administration

At foodora since: 12/2015

RoosParttime Dispatcher

Graduated Bachelor Business Administration

At foodora since: 09/2015

JoritParttime Dispatcher

Student Master Journalism

At foodora since: 10/2015

FelixParttime Dispatcher

Student Bachelor English Language & Culture

At foodora since: 02/2016

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Who are we - III

6The dispatchers are not only communicating with you but also with the customer service team. The latter is necessary in several

cases: order delays, if you can't find a customer, if food spilled… the classical issues.

Floor

Customer service hero

Student Bachelor International Business Administration

At foodora since: 02/2016

Cato

Customer service hero

Student Master Communication Science

At foodora since: 07/2015

Leya

Customer service hero

Student Bachelor English Language & Culture

At foodora since: 02/2016

Nila

Customer service hero

Student Bachelor International Business Administration

At foodora since: 02/2016

Timo

Customer service hero

Student Bachelor Innovation Sciences

At foodora since: 03/2016

Charlotte

Customer service hero

Student Bachelor Media Studies

At foodora since: 06/2015

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Who are we - IV

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Most of the dispatchers and customer service heroes are working students. They have different courses of studies which differ quite a lot as you can read. Our full time employees are also an important part of the dispatching team since they have a high

routine in dispatching and are always aware of ongoing changes.

Mirre

Customer service hero

Student Bachelor Journalism

At foodora since: 02/2016

Eline

Customer service hero

Student Bachelor Communication Science

At foodora since: 10/2015

Lieke

Customer service hero

Student Master Clinical Neuropsychology and Human Movement Sciences

At foodora since: 03/2016

Lieveke

Customer service hero

Graduated Master Cultural Antropology

At foodora since: 03/2016

Joske

Customer service hero

Student Bachelor Business Administration

At foodora since: 10/2015

Eline

Customer service hero

Graduated Bachelor Nutrition & Dietetics

At foodora since: 09/2015

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Who are we V – Customer Service

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In order to be as responsible as possible for all your requests or issues 1-3 dispatchers are responsible for the chat. Every active dispatcher has to take incoming calls in order to have the highest possible response rate. However, the chat is the only long-term

solution in order to handle the amount of requests.

Tess

Customer service heroStudent Master Communication Science

At foodora since: 01/2016

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Our tasks

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What we are doing

What we are doing I

10More orders, more stress for all of us! The dispatchers always try to do their best. A good teamwork between you and the dispatchers is the key factor for our success!

● if there are more orders than expected we need your help

and start calling you in order to ask if you can start your

shift earlier

● we call you when you are not logged in on time

● we send big orders to restaurants manually in order to be

able to deliver in time

● we change the displayed delivery time on our website to

keep our promises to our customers● take care of orders being distributed correctly

● organize more riders for big orders

● inform vendors about delays

● inform customers about delays via a text-message

● organize refunds or redeliveries for spilled food in case we are able

to handle that (please never promise redeliveries to costumers - it’s

super complicated to organize!)

● adjust delivery times to make processes work as smooth as possible

at the beginning of a shift

during dispatching

What we are doing II

11We try to identify problems and/or react to information we receive timely to achieve the best possible service level

● your current position during your shift

● when you will approx. reach your next destination (when

late, we inform vendors/customers)

● that you are waiting at a pickup (customer will be informed

by a text message about the delay)

● that you are waiting at dropoff (we contact you)

● when you forgot to complete your order in the app (we

contact you)● with customer service

● with partnercare (touch point for restaurant communication)

● with you (riders) via phone (we receive up to 400 calls per evening)

and via WhatsApp (we receive up to 1000 messages per evening).

That’s the reason why it may happen that sometimes you need to

wait a few minutes. We are working hard to optimize the process!

● with all city-offices

what we are able to see

Who are we communicating with

Our working place

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Let’s show you our workplace

Let’s show you our workplace - Dispatch

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The dispatchers have to handle different tasks in simultaneously. Especially during peak-times the workload is immense. You and the dispatchers are having a stressful time during peaks. The good collaboration between you and the dispatchers as well as within the customer happiness team is the most fun part of this job.

City 1

City 2

City 3 and 4

WhatsApp-chat

Telephone system for driver calls

Chat between dispatch and customer service

Let’s show you our workplace – Customer Service

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Email with customers

Chat with customers

Telephone system for customer calls

Chat between dispatch and customer service

Same like the dispatchers, customer service has a lot of different tasks all at once. Especially during peak-times the workload is immense. Dispatch and customer service are constantly in contact with each other to discuss certain problems or issues.

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We hope you got a small impression of who we are

and what we do!

Looking forward to talking to you soon!