Trade Experience Operation Officer

Job description / Role

Job responsibilities:

• Responsible for the experience optimization and risk management of the positive and negative transaction chain on the merchant side of Keeta Takeaway;
• Build and continuously iterate the customer satisfaction system: go into the front line to fully research and understand the business situation, optimize the merchant customer service handling process and judgment rules, reduce the operational risk and the risk of customer complaints;
• Manage and promote service improvement related projects: sort out the merchant customer service docking process, identify key issues in customer service acceptance from different scenarios, and take the initiative to promote the establishment of special mechanisms to improve processing efficiency.
• Processing and sorting out the risk of customer complaints and out-of-process customer complaints and other issues: the ability to locate key issues from all types of risks and customer complaints from a business perspective, through the development and iteration of the relevant process mechanism, empowering the business team to improve service capabilities.

Basic requirements:

• Have a good sense of service operation and experience improvement, strong logic and analytical ability, strong insight thinking, able to through or research or data insight problems;.
• Strong horizontal communication skills, cross-functional project management capabilities, from goal setting to implementation of landing a complete closed-loop management experience;
• Have a strong sense of purpose and take the results of consciousness, have the spirit of exploration self-driven, with toughness;
• Familiar with the design of service satisfaction, research methods, analyze and evaluate the results and continuous iteration experience;

About the Company

Keeta is an independent brand of Meituan, the world's largest tech-driven retail company. We focus on food and consumer product delivery services in international markets with the mission: "We help people eat better, live better".

Established in March 2010, Meituan has helped transform the supply and demand of service and product retail across the digital landscape. As Meituan and Keeta continue to increase R&D investment and develop new technologies, we uphold a customer-centric approach, working with our partners to provide quality services to customers.