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Job description / Role
Do you want to help build a world-class institution from the region, experience the thrill of being part of a high-growth technology company, and improve people's lives?
There is only one way to build an awesome institution: to attract exceptionally talented people who are aligned with the mission of the organization and make them partners in success. At Careem, our mission is to simplify & improve the lives of people, initially through solutions that make transportation in the region reliable, and over time, through disruptions in payments and logistics. In the process, we want to build an organization that inspires and become a world-class institution from the region.
Founded in 2012 by former entrepreneurs and McKinsey alums, Careem is the MENA regions 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.
To develop, establish and manage the Global Care Operations to provide an efficient and comprehensive service to a specific account according to client requirements & contractual KPIs.
Some daily responsibilities of yours will include:
- Manage daily operations for all sites and all channels across all markets
- Achieve key operation results and KPIs for both qualitative and efficiency matrix
- Manage voice, e-mail chat and social media channels to ensure highest levels of service
- Work with the business process innovations team to provide the best quality of interactions
- Focus on customer satisfaction through agent training and process improvement
- Implement and achieve customer satisfaction surveys
- Reduce churn and increase customer retention
- Work with site/country care managers to improve agent interactions
- Ensure that teams delivering service according to our standards
- Work on development of team through stringent coaching and feedback
- Work towards continuous improvement at performance through extensive analysis and action planning
- Focus on team satisfaction and take actions to enhance team NPS
Requirements
- You will need a bachelor's degree qualification (or similar)
- Between 6-8 years' experience managing call centers
- Previous working ensuring high quality customer service through digital and traditional channels
- Proven people management skills
- Excellent analytical ability
- Excellent communication skills in English (written and spoken); Arabic preferred
Benefits Summary
We offer an attractive total compensation package, with emphasis on equity compensation, excellent health benefits and monthly Careem credits. You will have a unique opportunity to join a fast-growing company on the ground floor and shape its direction.
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.