About
The company is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer-centric financial super-app on earth. The company serves millions of users in the region and partners with leading global and regional brands such as SHEIN, Jarir, noon, IKEA, and Amazon, as well as small and medium businesses.
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Your role
We're seeking a Team Leader for our Partner Care Team. As Team Leader, you will be crucial in overseeing and assessing the activities of our partner care service representatives, as well as providing frequent performance feedback. Drawing on your proficiency in leading, providing coaching, feedback, and development opportunities to help them reach their full potential, you will be responsible for developing and monitoring the everyday activities of customer service operations, assisting customer service representatives with duties as needed to create unique experiences only the company can provide. With a proven track record of success in leading and motivating teams, excellent communication, interpersonal, and problem-solving skills, you will ultimately revolutionize the way millions of users shop, pay, and bank.
This is a voice support role based onsite in our Riyadh offices.
Your responsibilities
- Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback.
- Strategizing and monitoring the daily activities of customer service operations.
- Assisting customer service staff with duties where required.
- Training staff in areas of customer service and company policies.
- Monitoring and authenticating returns, exchanges, and voids.
- Investigating and solving customer service complaints.
- Assisting with the development and implementation of service policies, and explaining these to staff and customers.
- Maintaining documentation pertaining to customer service department activities.
Your expertise
- Bachelor’s or Master’s degree in business administration, management studies, or in a related discipline.
- Prior experience (up to 3 years) in the field of customer service or contact center is also necessary for this position. Must have at least 1 year of experience as supervisor or team lead.
- Leadership Skills: Customer experience managers are able to organize and direct the activities of customer experience representatives to ensure the delivery of high-quality service to customers.
- Communication Skills: They are well versed in effectively interacting with clients to identify and process their requirements.
- Customer Service Skills: They are able to courteously interact with clients to ensure a positive customer experience.
