About Foodics
Foodics, a Saudi fast-growing startup in MENA, offers a complete Cloud point-of-sale SaaS with tools that help Famp;B and retail businesses start, track and grow. B2B sellers use Foodics to accept payments, track inventory, monitor sales, send orders to the kitchen, digitize menus, manage employees and analyze the whole business with smart reports, anytime and anywhere on the cloud. Available in English, Arabic, Turkish, Spanish, and French. Foodics works offline with iOS apps that securely store data on the cloud and can integrate with third-party apps. Founded in 2014 and headquartered in Riyadh, Foodics is currently available across the MENA region, with offices based in Saudi Arabia, the United Arab Emirates, and Egypt with a culture retaining talents and promoting creativity and efficiency. Foodics today is one of the most promising SaaS companies in MENA and future Unicorn (1 Billion USD company) and we are looking for people like you to help shape tomorrow at Foodics.
Vision
To become a leading Fintech and software trusted partner globally, for retailers and sellers who want to grow their business.
Mission
We empower sellers with a comprehensive point of sale platform to enrich their operations. We give complete business control and offer smart reports on sales, customers, employees, and inventory. We also provide an ecosystem of tools to seamlessly accept payments and finance growth.
Job Brief
Customer Experience and Automation Specialist
The position is part of the customer experience department within Foodics, responsible for working on automating cross-functionally with subject matter experts, and other business and technology stakeholders to discover, reengineer, and optimize business processes by identifying, empathizing, and solutioning continuous improvement opportunities through process engineering and intelligent automation initiatives and be consciously focused on driving value.
This role continuously explores opportunities to improve processes and increase value-added to customer satisfaction.
Main Task and Responsibilities
- Develop relationships with cross-functional teams with the goal of creating customer-centric solutions that drive measurable results
- Utilize Lean, and project management to solve business problems and drive continuous improvements.
- Focus on efficiency improvements related to speed, quality, and simplification by eliminating rework loops, reducing and automating manual work and hand-offs, identifying and implementing best practices across the business, and minimizing process variability through standardization and automation.
- Engage in discovery and identification of automation processes; proactively seek and suggest improvements, and outline any risks and recommend optimal solutions
- Integrate automation workflows into existing business processes and business applications
- Define, promote and utilize best practices for process automation capabilities. Serve as a subject matter expert (SME) for others seeking to utilize process automation technologies to automate and streamline existing manual business processes
- Work closely with the functional experts and IT team to validate technical integration and development conforms to requirements
- Prepare and present analysis, methods, and results to non-expert personnel, management team and technical experts throughout different projects
- Makes decisions on complex and sensitive issues that are based on professional judgment, evaluating risks and in the context of a complex and changing environment
- Develop scripts to automate tasks and processes
- Lead the implementation of CRM software customization to address all levels of automation needed.
- Familiar with Call Center solution automation, Omni channel, Bot amp; AI
Requirements
- Relevant work experience in areas of Customer Services, Customer Experience process areas.
- Understanding of Artificial Intelligence, Machine Learning
- Experience developing a community of practice and self-learning tools
- Effective communication skills and ability to work collaboratively with stakeholders to develop joint solutions
- Previous experience in automation and familiarity with CX related technologies
- Previous experience in Zoho amp; Zendesk is a plus
- Self-starter with the ability to work independently across functional groups and on multiple initiatives simultaneously
- Must be flexible to work in a fast-paced and evolving environment
Benefits
- Attractive compensations and benefits.
- Accelerated learning experience.
- Flexible, people-focused culture .