Customer Service Manager of Business Process Innovation

Keeta; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading food delivery service provider in Saudi Arabia is seeking a Customer Service Manager of Business Process Innovation. This role involves designing seamless service journeys across user, merchant, and rider sides, optimizing processes to enhance customer service, and analyzing service data to improve user experiences. The ideal candidate should have strong experience in service process design, data analysis capabilities, and fluency in Urdu, English, and Arabic. Join us to shape the future of food delivery!

Benefits

Endless opportunities for personal and professional growth

Dynamic work environment

Global impact on communities

Qualifications

• Experience in service process design with insights into customer experience management.
• Proficiency in Urdu, English, and Arabic required.
• Experience in the Middle Eastern market is beneficial.

Responsibilities

• Design service rules for the user, merchant, and rider sides.
• Design chain service journey from AI to manual customer service.
• Analyze service data to identify user pain points.

Skills

Customer service understanding

Service process design

Data analysis

Problem insight and communication

Customer-centered thinking

Adaptability to cross-country travel

Job description

🚀 We’re Hiring: Customer Service Manager of Business Process Innovation! 🚀!

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 passionate about revolutionizing customer service in the takeaway industry? Do you have a knack for designing seamless service journeys that cater to users, merchants, and riders alike? If so, we have an exciting opportunity for you!

What You’ll Do

• Output service rules for the takeaway industry, including the user side, merchant side and rider side, to ensure a balanced experience on all three sides.
• Design the whole chain service journey from AI customer service to manual customer service, including service routing, service layering, service risk control and etc..
• Design takeaway journeys and scenarios in line with Saudi customers' habits, and output applicable service processes, solutions and communication tactics.
• The design targets frontline customer service in the customer service center, ensuring that the process is clear, concise and easy to operate, and optimizing the process to improve customer service resolution.
• Analyze service data and customer voices, continuously discover user pain points, and feedback to business improvement to reduce the occurrence of problems.

Why Keeta?

• Innovation-Driven: Keeta uses the 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

• Understand the takeaway industry and the current market demand, know the service rules of customer, merchant and rider.
• Experienced in service process design, and have insignt in full service journey customer experience management
• Have strong data analysis ability, problem insight and communication and collaboration skills, clear thinking, can accurately recognize the problem and propose improvement programs.
• Have a sense of service, able to think customer-centered.
• Have rigorous and practical work attitude, strong sense of responsibility, can accept cross-country travel.
• Possess experience in the Middle Eastern market, with proficiency in Urdu, English/ Arabic.

🚀 Ready to make an impact? Apply now & let’s shape the future together!