Customer Experience Full-time Job

2 weeks ago   Customer Service   Dubai   160 views Reference: 35785
Job Details

What You'll Do

1. Customer Experience Rotation:

Assist in managing customer interactions across multiple channels, including phone, email, chat, and social media.

Support initiatives to improve customer satisfaction, loyalty, and retention.

Collaborate with cross-functional teams to address customer inquiries, escalations, and feedback effectively.

Training & Quality Assurance Rotation:

Assist in developing and delivering training programs for customer service representatives.

Participate in monitoring and evaluating customer interactions to ensure compliance with quality standards and service excellence.

Support continuous improvement efforts by identifying trends, root causes, and areas for training or process enhancement.

Command Center Rotation:

Reporting and notifications; using multi-channel communications; providing interface during critical and non-critical emergency events from report to resolution.

Assist in coordinating response efforts during peak volumes or critical incidents.

Build workflow automation and process maps.

Build reporting dashboards

Workforce Management & Reporting Rotation:

Assist in workforce forecasting, scheduling, and capacity planning activities.

Support the generation and analysis of performance reports and dashboards.

Collaborate with stakeholders to identify opportunities for efficiency gains and process improvements

What Are We Looking For

Bachelor's or Master's degree in Business Administration, Communication, Psychology, or related field.

Passion for delivering exceptional customer experiences and driving customer-centric initiatives.

Strong analytical, problem-solving, and decision-making skills.

Excellent communication, presentation, and interpersonal skills.

Ability to adapt to change, work under pressure, and prioritize competing demands..

Company Description
Kitopi is a tech-powered, multi-brand restaurant. Founded in January 2018, our mission is to satisfy the worlds appetite. We currently partner with over 200 brands, across UAE, Bahrain, KSA, Kuwait and Qatar, operating 200+ kitchens.
Our smart kitchen operating system (SKOS) - built in house, ensures speed and efficiency, in all our operations, across the business, with a focus on making sure our customers are always satisfied and that their brand is continuously growing.
Kitopi enables restaurants to open delivery only locations by providing the necessary infrastructure and software with minimal capital expenditures and time as well as taking care of the entire customer experience journey: receiving and processing orders, cooking, delivery operations and managing customer feedback.