Customer Service Manager of Business Process Innovation

Responsibilities: 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. Requirements: 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. Highlights: 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 current market demand; know the service rules of customer, merchant and rider. 2. Experience in service process design with insight into full-service journey customer experience management. 3. Strong data analysis ability, problem insight, and communication and collaboration skills; clear thinking to recognize problems and propose improvements. 4. Customer-centered mindset. 5. Rigorous, practical work attitude with willingness to travel cross-country. 6. Experience in the Middle East market; Arabic and English can be used as working languages.

1. Output service rules for the takeaway industry covering user, merchant, and rider sides to ensure a balanced experience. 2. Design the entire service journey from AI to manual customer service, including routing, layering, and risk control. 3. Tailor takeaway journeys for Saudi customers, delivering applicable service processes, solutions, and communication tactics. 4. Lead frontline customer service design in the center, ensuring processes are clear, concise, and easy to operate, while optimizing to improve resolution. 5. Analyze service data and customer feedback to continuously identify pain points and drive business improvements to reduce issues.