About the Job:
The company is the leading fintech platform in Saudi Arabia and the wider GCC region, dedicated to helping people realize their dreams by creating the most customer-centric financial super-app on earth. With a mission to serve millions in the region, the company partners with renowned brands like SHEIN, Jarir, noon, IKEA, and Amazon, as well as small and medium businesses. As Saudi Arabia’s first fintech unicorn, the company is backed by prominent investors including Sanabil Investments and the Public Investment Fund (PIF).
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Your Role:
We are seeking a Team Leader for our Partner Care Team. In this role, you will oversee and assess the activities of our partner care service representatives, providing regular performance feedback. You will leverage your leadership skills to coach, develop, and support the customer service team, ensuring they deliver unique experiences to our users.
Responsibilities:
- Oversee and assess the activities of customer service staff, providing regular performance-related feedback.
- Strategize and monitor daily customer service operations.
- Assist customer service staff with various duties as needed.
- Train staff in customer service best practices and company policies.
- Monitor and authenticate returns, exchanges, and voids.
- Investigate and resolve customer service complaints.
- Assist with the development and implementation of service policies, communicating these effectively to staff and customers.
- Maintain documentation related to customer service department activities.
Your Expertise:
- Bachelor’s or Master’s degree in Business Administration, Management Studies, or a related discipline.
- Prior experience (up to 3 years) in customer service or contact center roles, with at least 1 year as a supervisor or team lead.
- Strong leadership skills, with the ability to organize and direct customer experience representatives.
- Excellent communication skills, capable of effectively interacting with clients to identify and fulfill their requirements.
- Proficient customer service skills, fostering positive customer experiences.
Language Requirements:
[Insert any specific language requirements here if applicable]
Join us at the company to make a significant impact on how millions of users shop, pay, and bank through innovative customer service.
