Escalation Specialist (Omani National)

Keeta is an independent brand of Meituan, the world's largest tech-driven retail company. Keeta is revolutionizing the food delivery space. As a dynamic and innovative global platform, Keeta leverages cutting-edge technology to provide fast, reliable, and seamless food delivery experiences. With the mission "We help people eat better, live better", Keeta launched in 2023 and has rapidly expanded across key regions, including Hong Kong, Saudi Arabia, UAE, Qatar, Kuwait and now in Brazil.

At Keeta , we believe that every customer interaction is a chance to build trust, solve problems, and create impact. If you’re passionate about delivering exceptional service and want to grow your career in a dynamic, fast-paced environment - this role is for you!

What You’ll Do

• Lead and resolve high-priority complaints across channels, incl. regulatory/government escalations.
• Deep-dive DSAT comments & feedback to spot patterns and root causes.
• Partner with BPO/outsourcing teams and work cross-functionally (Ops, Product, Compliance, Support) to drive aligned, effective solutions.
• Build action plans to prevent repeat issues and uplift customer experience.
• Keep clean CRM records; report trends and recommend process improvements.
• Share best practices, support training, and coach frontline teams on escalation protocols.
• Act as the subject-matter expert for complex escalations.

Why Keeta?

🌟Innovation-Driven: Keeta uses the advanced technology solutions to disrupt the traditional food delivery landscape, making every order smarter and faster.

🌟Fast-Growing & Dynamic: Keeta is expanding quickly, offering endless opportunities for personal and professional growth.

🌟Global Impact: Join a company that’s transforming the way people enjoy food, impacting communities around the world.

What We’re Looking For

• Fluent Arabic & English (written and spoken) — required
• 2–5 years’ experience in Customer Service/Escalations (food delivery, e-commerce, or BPO preferred)
• Proven ability to handle complex complaints and regulatory/government escalations
• Data-savvy : analyze DSAT/feedback, identify patterns, and turn insights into action
• Excellent communication , conflict resolution, and stakeholder management
• Detail-oriented with strong ownership and accountability in fast-paced settings
• Proficiency with CRM/support tools and MS Office/Google Workspace
• High-growth/startup readiness (experience in newly launched or rapid-growth environments is a plus)
• Familiarity with ministry/regulatory complaint protocols

📍 Location: Muscat, Oman

Apply now or reach out to our talent team to learn more.

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