Care Experience Lead – PAY Jobs

Private Job Careem

Job Description

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. Key tasks Ensure Best Customer Experience across all touch points of Care unit Ensure highest Quality & Services Standards Identify and create a core set of business processes for Careem Care. This includes product and business level processes. Evaluate and redesign business processes based on input from all Careem Pay domain with a focus on continuous improvement Act as the interface between IT/Tech/Product Managers, Process and training Users (Care Agents) and the business by defining and communicating product requirements/process improvement recommendations based upon use cases. Review and evaluate Customer experience and identify areas of improvements in efficiency and NPS, CSAT, DSAT Analysis, with sound knowledge of CFL Work closely with the team, motivating and coaching them Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs Ensure training and development plans are maintained for all team members Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved Manage the fair and consistent application of performance management and disciplinary measures as necessary Escalate any appropriate problems to senior management Provide professional and candid responsive customer service by using excellent customer service skills Reply customer enquiries relative to products, procedures, profit/Mobile Recharge, P2P, Credit Card, or refer to concerned staff for action Handling customer complaints or refer them to appropriate areas for handling inquiries. Key Skills And Requirements A minimum of 3 – 4 years’ experience in quality assurance, process or experience design or a related field especially in customer service/call Centre industry. At least 2-3 years in call Centre. Extensive knowledge of BPO and Call Centre setup. User journey mapping experience and ability to identify loopholes. Ability to stakeholder management Ability to speak English and Urdu fluently and presentation skills. Banking Background/Telecommunication/Branchless Banking Experience is an added advantage Degree in Finance Experience of Handling BSS Application/ERP/L2 Systems Support Strong coaching and people-development skills through call listening, quality feedback, etc. Ability to deal with demanding customers and escalations

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