Team Lead - Customer Care

About Us

Tamara is a leading fintech platform in Saudi Arabia and the GCC region with a mission to help people own their dreams built on being simple, trusted, and everywhere our customers need us. Today, more than 25 million customers and over 130,000 partner merchants depend on Tamara every day for reliable financial solutions across retail, travel, education, healthcare, and beyond. Tamara is backed by Sanabil Investments, a wholly owned company of the Public Investment Fund (PIF), and SNB Capital, among others.

Your role

We're seeking a Team Leader for our Customer Experience Team. As Team Leader, you will be crucial in overseeing and assessing the activities of customer service representatives, as well as providing frequent performance feedback.

Drawing on your proficiency in leading, providing coaching, feedback, and development opportunities to help them reach their full potential, you will be responsible for developing and monitoring the everyday activities of customer service operations, assisting customer service representatives with duties as needed to create unique experiences only Tamara can provide.

With a proven track record of success in leading and motivating teams, excellent communication, interpersonal, problem-solving skills, and ultimately revolutionize the way millions of users shop, pay, and bank.

You are a driven, determined, curious team player, knowing that collective strength means we all win. With a positive outlook, you are solution-oriented–persevering regardless of circumstances, always finding a way through, no matter the challenges.

You will effectively find a way to work with everyone through empathy and respect. You will be driven and comfortable with responding quickly with urgency, with the ability to change course without losing momentum and energy, resulting in great success.

This is a voice support role based onsite in our new cairo office in Egypt.

Your responsibilities

• Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback.
• Strategizing and monitoring the daily activities of customer service operations.
• Assisting customer service staff with duties where required.
• Training staff in areas of customer service and company policies.
• Monitoring and authenticating returns, exchanges, and voids.
• Investigating and solving customer service complaints.
• Assisting with the development and implementation of service policies, and explaining these to staff and customers.
• Maintaining documentation pertaining to customer service department activities

Your expertise

• Bachelor’s or Master’s degree in business administration, management studies, or in a related discipline.
• Prior experience (up to 3 years) in the field of customer service or contact center is also necessary for this position. Must have atleast 1 years of experience as supervisor or team lead
• Leadership Skills: Customer experience managers are able to organize and direct the activities of customer experience representatives to ensure the delivery of high quality service to customers.
• Communication Skills: They are well versed in effectively interacting with clients to identify and process their requirements.
• Customer Service Skills: They are able to courteously interact with clients to ensure positive customer experience