Ref: OP782-04

Job description / Role

Employment: Full Time

Serves customers by planning and implementing call center strategies and operations, improving systems and processes and managing the team.

MAJOR RESPONSIBILITIES:
- Responsible for setting up and stabilizing the call center in Jeddah (KSA)
- Overall responsibility of providing amazing customer service through a team of customer service agents
- Managing the daily running of the call center, including sourcing equipment, dealing with vendors/suppliers, effective resource planning and implement central call center strategies and operations
- Setting and meeting performance targets with respect to service levels, efficiency and quality.
- Resolves all customer related issues with utmost professionalism and with the ideology of always winning the customer and resolving their issues
- Maintain and distribute up-to-date knowledge of companys products and services
- Organising staffing including shift patterns and the number of staff required to meet the demand at various times of the day
- Monitor random calls to improve quality, minimize errors and track performance
- Recruiting and building a team of great customer service agents. Shortlisting and interviewing candidates and liaising with HR where necessary.
- Reviewing performance of the team, identifying training needs and plan training sessions

Requirements

- 3-5 years of call center experience with at least 2 years handling and leading a team of 10+ people.
- Has demonstrated customer focus and excellent customer service consistently in previous roles.
- Exceptional communication skills both in Arabic and English (written and spoken).
- Smart, hard working and someone who can think on his/her feet and can quickly turnaround a adverse situation
- A true leader, one who can inspire and motivate the team to deliver amazing customer service
- Knowledge and understanding of technical set-up of a call center and its functioning is highly desirable
- Understands a start-up culture and requirements

About the Company

We are a brand that aims to simplify people's lives by revolutionizing the transportation industry. A brand that strives to inspire everyone it interacts with, and supports every single person who dares to believe. #BeCareem

Careem is the MENA region's leading ride-hailing service and newest Tech Unicorn. With 30% monthly growth, we now operate in 50+ cities across 11 countries and host over 6 million users. With our recent Series D funding success, we are positioned on the cusp of significant scale and well on target to deliver our goal of creating one million jobs in the region by 2018.

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