Kitopi is the region's leading creator and partner for magical food experiences. With a purpose to satisfy the world’s appetite to create joy, 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 company, Kitopi’s growth has been 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 6,000 employees, Kitopi currently operates 200+ locations across the UAE, KSA, Kuwait, Bahrain, and Qatar. It operates its global Customer Experience Center in Dubai, UAE, its Engineering Hub in Krakow, Poland, and its Robotics Hub in Odense, Denmark.
What You'll Do
Monitor customer service performance on the agent and team levels.
Review a subset of support agents’ conversations (chats, emails, phone calls).
Assess support interactions based on internal standards.
Report the support team’s performance to the Team Leader.
Evaluate CX agents on a regular basis to identify areas of improvement and knowledge gaps.
Identify training gaps and suggest training solutions to fill them.
Prepare weekly reports on the CS agents’ performance.
Provide feedback and coaching about case handling to the agents and point out opportunities for improvement.
Accompany evaluations with meaningful and constructive feedback.
Deep dive into the operational procedures to identify opportunities to up-skill the CX team performance.
What Are We Looking For?
Bilingual in Arabic and English.
Excellent communication skills
3+ experience in customer service and quality assurance roles.
Experience in monitoring and reviewing digital customer support interactions.
Strong analytical and reporting skills.
Capable of evaluating and coaching CX agents.
Identify training gaps and deliver solutions.
Problem-solving and critical thinking abilities.
Excellent time management and organization 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 contact 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 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 (T&C Applies) - Free and unlimited access to a nutritionist because we care about you - No Dress Code! (T&C Applies) - Extended maternity and parental leave - The infamous team activities and social events bursting with fun - Inclusive Private Health Insurance - Up to 50% discount from Kitopi brands - Annual leave as per the company policy So, what does it really mean to work at Kitopi? We are constantly striving to make Kitopi the best place to work, 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. Whether you are a seasoned professional, a recent graduate, or someone looking to return to the workforce after a break, we encourage you to apply. 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 that we are 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. Customer-obsessed and tech-enabled, at Kitopi, we are a team of passionate humans who are on a mission together to satisfy the world’s appetite.
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