The document introduces the dispatch and customer service teams at foodora. It provides pictures and backgrounds of over 20 team members in various roles. It explains that dispatchers are responsible for distributing orders efficiently across 1-2 cities per shift while monitoring for delays. Customer service handles order issues and communicates with dispatchers, riders, and customers. During peak times, both teams work to optimize processes and address a high volume of calls, messages, and tasks simultaneously using various communication channels. The goal is providing the best possible customer experience through collaborative problem solving.

1. 1
Dispatch + Customer
Service

2. 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.
2

3. Customer Happiness Team
Who are we
3

4. Who are we - I
4
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

5. Who are we - II
5
The 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
Laurens
Parttime Dispatcher
Student Master Business Administration
At foodora since: 12/2015
Roos
Parttime Dispatcher
Graduated Bachelor Business
Administration
At foodora since: 09/2015
Jorit
Parttime Dispatcher
Student Master Journalism
At foodora since: 10/2015
Felix
Parttime Dispatcher
Student Bachelor English Language &
Culture
At foodora since: 02/2016
v
v
v
vv

6. Who are we - III
6
The 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
v
v
v
v
v
v

7. Who are we - IV
7
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
v
v
v v
v
v

8. Who are we V – Customer Service
8
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 hero
Student Master Communication
Science
At foodora since: 01/2016
v

9. Our tasks
9
What we are doing

10. What we are doing I
10
More 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

11. What we are doing II
11
We 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

12. Our working place
12
Let’s show you our workplace

13. Let’s show you our workplace - Dispatch
13
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

14. Let’s show you our workplace – Customer Service
14
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.

15. 15
We hope you got a small impression of who we are
and what we do!
Looking forward to talking to you soon!