美团1Keeta-CS Manager of Business Process Innovation

任职要求

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.

工作职责

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.