At Careem, we are driven by the purpose of simplifying the lives of people and building an awesome organisation that inspires.
Based in Dubai, we started our journey as a pioneer of the Middle East’s ride-hailing economy. Today, Careem is the region’s everyday Super App operational in 13 countries and over 100 cities.
The Super App provides a host of daily services that people need to move around, to order things and to transfer money in one unified smartphone app.
Our goal is to simplify people’s daily lives so that they can spend their precious time and mindshare on things that really matter and on realizing their potential.
Job Purpose :
Acts as a bridge between IT / Tech / Product teams. Responsible as a care agent to provide accurate resolution to the customers by creating a win-win situation
Key Accountabilities :
Able to meet deadlines
Self-reliant and display ownership to ensure end to end resolution
Use company’s methodology, team input and defined processes to ensure all set KPIs and SLAs are met and FCR is provided
Should be able to escalate all appropriate problems / customer grievances to the senior management
Provide professional and candid responsive customer service by using excellent customer service skills
Respond to customer inquiries relative to products, procedures and use cases (Mobile Recharge, P2P, Credit Card etc) or refer to concerned staff for action
Handling customer complaints or refer them to appropriate channels for resolving the queries
Strong follow up and communication skills (oral & verbal)
Qualification & Experience :
Minimum Bachelor’s degree
A minimum of 2 - 3 years of experience in call centre as a customer support executive
Able to speak, read and write good English. Arabic speaking & reading will be a plus
Basic knowledge of BPO and Call Centre setup
Should possess technical skills preferably work experience in Branchless Banking / Microfinance banking / Telecommunication sector
Able to work on weekends / public holidays & rotating roster
Business / Mobile wallet experience, understanding of payment gateways will be a plus