Customer Experience Agent (Arabic )

Kitopi is the world's leading tech-powered multi-brand restaurant. With a
mission to satisfy the world's appetite, Kitopi operates a portfolio of both
invested and franchised F&B brands, serving as enablers in the food market by
helping brands to grow and scale, both in the delivery and dine-in space.

Launched in Dubai, UAE in January ‎2018, Kitopi has grown to become one of the
greatest success stories in the cloud kitchen and food tech space. In July
‎2021, Kitopi announced its $‎415 million Series C funding round, led by the
world's largest technology-focused investment fund, Softbank Group Corp's
Vision Fund ‎2. This investment catapulted Kitopi to the prestigious Unicorn
status, making it the fastest Unicorn to have emerged from the MENA region.

As a leading food-tech business, Kitopi's growth has been largely fueled by
its innovative and scalable software solutions. Kitopi's kitchens are powered
by its proprietary Smart Kitchen Operating System (SKOS) - an in-house suite
of applications that optimizes cloud kitchen operations in real-time. As part
of its growth roadmap, technological innovation, data science, artificial
intelligence, and robotics will take center stage as Kitopi continues to
reinvent the food industry as we know it today.

With over ‎4,000 employees, Kitopi currently operates ‎200+ locations across the
UAE, KSA, Kuwait, Bahrain, and Qatar, and runs its engineering hub in Krakow,
Poland, and its global customer experience center in Dubai, UAE.

What You'll Do

• Maintains a detailed and updated database on customers which is periodically reviewed to maintain accurate information.


• Handle Clients at all channels including email, face to face, calls, tickets and social media.


• Liaise with the cross functional teams to guarantee seamless onboarding to the client on Right Bite meal plan services.


• Follow up on Client 's requests to ensure excellent customer experience.


• Assign correct owners to customer request based on identified reasons.


• Capture Voice of Customer and external surveys to learn customer perception and expectation.


• Receives and responds to inquiries/complaints regarding the Business Unit's services, and ensures it is resolved in a timely manner.


• Ensures adherence to quality standards for all customer interactions.


• Prevent complaints and ensure adequate service recovery where needed.


• Ensure retention rate of client list and strive to achieve the minimal set targets as set by the department head.


• Assists in preparing reports pertaining to daily tasks and sales to the management whenever


• required.


• Manage customer accounts, keep accurate records of customer interactions/ correspondence and transactions.


• Contact potential or existing customers to inform them about Right Bite's meal plan product and services through outbound calls and emails.


• Perform any other duty as directed by the management.


• Keep records of calls and sales and note useful information.


• Go the "extra mile" to meet the monthly set targets

What Are We Looking For?

• Arabic speaking and writing is required


• Advance computer literacy/skills


• Bachelor's degree holder


• Basic training on customer service/handling customer complaints


• Good typing speed


• Excellent business correspondence skills
  Recruitment Process and Timeline
  First, you apply and let our recruiters review your profile. After reviewing,
  you will receive a link to book a meeting with a recruiter at your convenience
  to share more about yourself and for us to get to know you better. If you have
  been shortlisted, you will have the opportunity to meet our hiring managers.
  Depending on the scope of the role and the function, you may need to attend
  ‎2-‎3 rounds (which might include case study, role-play, trial, or live coding -
  this will be communicated to you in the initial conversation). Upon successful
  completion, your recruiter will get in touch with you to discuss the offer. We
  aim to take you through this process within ‎2-‎3 weeks.
  
  Benefits
  - Extensive learning opportunities - we offer many hard and soft skills
  training to help you improve and challenge yourself


• You'll have access to LinkedIn Learning, Coursera, and Mindvalley where you can choose over thousands of courses to satisfy your hunger for knowledge.


• You'll be involved in customized workshops run by Kitopi Academy


• You'll have a chance to work in an international, diverse, and inclusive environment


• You'll be part of one of the most caring communities out there.


• Finding a chance to become a shareowner with our ESOP plan


• Free and unlimited access to a nutritionist because we care about you


• No Dress Code!


• Extended maternity and parental leave


• The infamous team activities and social events are bursting with fun


• Inclusive Private Health Insurance


• Up to ‎50% discount from Kitopi brands


• ‎30 calendar days annual leave


• Work from anywhere policy
  
  So, what does it really mean to work at Kitopi?
  We are constantly striving to make Kitopi the best place to work in the world,
  by empowering you to be the best version of yourself every day. Our company
  values act as our guiding principles to help ensure that everyone feels safe,
  included, and like they truly belong.

Kitopi is an equal opportunity employer. While we currently operate in ‎6
countries, we are over ‎70 different nationalities of talented Kitopians. We
celebrate our rich diverse backgrounds, lifestyles, and cultures and have a ‎0
tolerance policy towards racism, bigotry, and hate. Please apply if you see a
position that makes your heart skip a beat and help us build a company where
we're all proud to work for.

Along with offices in all the markets we operate in, we also believe in a
"work from anywhere" policy - you get to choose the environment you operate in
because we believe this will help you deliver work you're proud of.

Tech-enabled and customer-obsessed, at Kitopi, we are a team of passionate
humans who are on a mission together to satisfy the world's appetite.