Customer Service Manager of Business Process Innovation
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Key skills for this role
About the Role
Design service processes for the takeaway industry, manage operations, analyze data, and ensure customer-centered solutions with strong communication skills.
Key Skills for This Role
Full Job Posting
Overview
1.
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.
2.
Design the whole chain service journey from AI customer service to manual customer service, including service routing, service layering, service risk control and etc..
3.
Design takeaway journeys and scenarios in line with Saudi customers' habits, and output applicable service processes, solutions and communication tactics.
4.
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.
5.
Analyze service data and customer voices, continuously discover user pain points, and feedback to business improvement to reduce the occurrence of problems.
1.
Manage complex business operations, leading a large multi-regional agent workforce across multiple locations in the Middle East.
2.
Rich opportunities for business collaboration, focus on experience, and deeply participate in the formulation and optimization of business strategies.
3.
A good organizational atmosphere, easy collaboration, rich opportunities for cross national and cross-cultural learning and exchange.
1.
Understand the takeaway industry and the current market demand, know the service rules of customer, merchant and rider.
2.
Experienced in service process design, and have insignt in full service journey customer experience management.
3.
Have strong data analysis ability, problem insight and communication and collaboration skills, clear thinking, can accurately recognize the problem and propose improvement programs.
4.
Have a sense of service, able to think customer-centered.
5.
Have rigorous and practical work attitude, strong sense of responsibility, can accept cross-country travel.
6.
Have experience in the Middle East market, Arabic and English can be used as working languages.
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