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Job Description
Roles & Responsibilities
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.
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 Tamara can provide.
You are a driven, determined, curious team player, knowing that collective strength means we all win. With a positive outlook, you are solution-oriented persevering regardless of circumstances, always finding a way through, no matter the challenges.
You will effectively find a way to work with everyone through empathy and respect. You will be driven and comfortable with responding quickly with urgency, with the ability to change course without losing momentum and energy, resulting in great success.
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
Desired Candidate Profile
Prior experience (up to 3 years) in the field of customer service or contact center is also necessary for this position. Must have atleast 1 years 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 positive customer experience
Company Industry
- Banking
- Financial Services
- Broking
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Team Lead - Partner Care (Voice)
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Tamara
Tamara 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. Tamara is Saudi Arabia s first fintech unicorn and is backed by Sanabil Investments, a wholly owned company by the Public Investment Fund (PIF), SNB Capital, Checkout.com , amongst others. The company operates from its headquarters in Riyadh, with additional regional and global support offices.