Customer Experience Graduate Program

7 months ago

Dubai, United Arab Emirates Kitopi Full time

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.

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.

We are seeking enthusiastic and dedicated individuals to join our Customer Experience Graduate Program. This program provides participants with exposure to critical areas of customer service operations, hands-on experience with innovative technologies, and mentorship from industry experts. Through rotational assignments, participants will gain a comprehensive understanding of customer experience functions and develop the skills needed to drive meaningful impact in this dynamic field.
- **This program is exclusively for Emirati Nationals**

**What You'll Do**:

- _ 1. _Customer Experience Rotation:_
- Support initiatives to improve customer satisfaction, loyalty, and retention.
- Collaborate with cross-functional teams to address customer inquiries, escalations, and feedback effectively.
- 2. _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.
- 3. _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
- 4. _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..

**Perks & Benefits**:

- Competitive salary and benefits package.
- Mentorship from experienced professionals.
- Exposure to diverse areas of finance.
- Opportunities for career advancement and development.
- Networking opportunities with senior leaders and fellow program participants.

**Recruitment Process and Timeline**

**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.

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

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