Customer Service Delivery Manager

KeeTa; Saudi Arabia; On-site; SAR 200,000 - 300,000; Full time

Job summary

An innovative global platform is seeking a Customer Service Delivery Manager to lead and optimize service delivery across teams. This role involves managing client relationships, ensuring SLAs are met, and driving performance using advanced customer service technologies. As a fast-growing company in the food delivery space, this position offers the chance to make a significant impact on customer satisfaction and loyalty. Join a dynamic team dedicated to redefining service excellence and enjoy the opportunities for personal and professional growth in a rapidly expanding environment.

Qualifications

• 5+ years of experience in customer service management, preferably multi-channel.
• Proven expertise in managing in-house and outsourced teams.

Responsibilities

• Oversee service delivery for BPO and in-house teams.
• Drive performance, quality, and efficiency across customer service channels.

Skills

Customer Service Management

Leadership Skills

Problem-Solving Skills

Decision-Making Skills

Data Analysis

Budget Management

Tools

CRM Systems

Customer Service Technologies

COPC Standards

Job description

???? We're Hiring: Customer Service Delivery Manager ????

Keeta is an independent brand of Meituan, the world's largest tech-driven retail company. Keeta is revolutionizing the food delivery space. As a dynamic and innovative global platform, Keeta leverages cutting-edge technology to provide fast, reliable, and seamless food delivery experiences. With the mission "We help people eat better, live better", Keeta launched in 2023 and has rapidly expanded across key regions, including Hong Kong and now Saudi Arabia.

Are you a strategic leader with a passion for delivering top-tier customer experiences? Do you have the expertise to drive performance across both in-house and Business Process Outsourcing (BPO) teams while ensuring quality at every touchpoint? If so, we want to hear from you!

What You'll Do

1. Overseeing service delivery for both BPO and in-house teams
2. Managing client relationships and ensuring SLAs are met
3. Driving performance, quality, and efficiency across all customer service channels
4. Implementing and optimizing customer service technologies and processes
5. Leading, mentoring, and developing high-performing teams
6. Analyzing customer interaction data to identify trends and opportunities for improvement
7. Managing vendor relationships and ensuring seamless service delivery

Why Keeta

• Innovation-Driven: Keeta uses advanced technology solutions to disrupt the traditional food delivery landscape, making every order smarter and faster.
• Fast-Growing & Dynamic: Keeta is expanding quickly, offering endless opportunities for personal and professional growth.
• Global Impact: Join a company that's transforming the way people enjoy food, impacting communities around the world.

What We're Looking For

• ???? 5+ years of experience in customer service management (multi-channel preferred)
• ???? Proven expertise in managing both in-house and outsourced teams
• ???? Strong leadership, problem-solving, and decision-making skills
• ???? Proficiency in customer service technologies, CRM systems & COPC standards
• ???? Experience in budget management, data analysis & performance reporting
• ???? Ability to thrive in a fast-paced, dynamic environment

???? Location: Riyadh, Saudi Arabia

???? If you're ready to take on a role that makes a real impact on customer satisfaction and loyalty, apply now and be part of a team that's redefining service excellence!