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DESCRIPTION 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 organisation and make them partners in success. At Careem, our mission is to simplify 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 organisation that inspires and become a world-class institution from the region. We have had a phenomenal start. Founded in 2012 by former entrepreneurs and McKinsey alums, Careem is an innovative transportation service operational in 19 cities from Morocco to Pakistan. With 30% monthly growth, we are one of the fastest growing companies in the region. Our recipe for success has been a team that thrives on challenges, is passionate about solving problems, is not afraid to work super hard, and is a true partner in the company through generous stock option grants. We have attracted strong regional and inte
ational investors and are positioned on the cusp of significant scale. Read more about us in the New York Times or Arabian Business. ABOUT THE ROLE Supreme Customer Service is fundamental at Careem, and we want to wow our customers every time! The purpose of the Customer Service Team Leader role is to assist the department in achieving excellent service levels for our Customers and Captains. This role involves working on a shift basis that will include some weekend work. Key responsibilities include: Monitoring call quality and levels and response rates and support the team in delivering excellent customer service Identify areas of development within the current processes and implement solutions and/or training to ensure continual improvement Liaising with inte
al and exte
al customers and colleagues in order to resolve problems and ensure an effective and professional service delivery Answer telephone and email enquiries regarding bookings, cancellations and amendments, billing queries, directions etc. Ensure all customer interactions adhere to our inte
al quality standards – and are focused on a near perfect Customer Satisfaction Score Identify any issues within current working practices that might impact service delivery and identify solutions to ensure continual improvement and supreme customer service. Maintaining the company database, updating records and processing administrative tasks such as bookings, amendments and cancellations To adhere to and maintain confidentiality at all times REQUIREMENTS The ideal candidate will have a passionate commitment to improving the lives of people, an insane focus on excellence and customer service, and a strong alignment with our core values: being bold, focused, agile and collaborative. Additional qualifications include: Strong proven leadership skills and the ability to build and scale high performing teams Ability to manage multiple tasks and work to tight deadlines Customer focused with a good attention to detail An Analytical approach, ability to effectively trouble shoot problems and work collaboratively within a team environment Excellent technical proficiency, literacy skills and a competent computer user Experience working within a similar role is highly desirable Educated to BS/MS level (or equivalent) within a subject relevant to the position Excellent communication skills in both English and Arabic BENEFITS 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.