Customer Care Advisor (Non-voice)

Role Overview

Customer Care Advisor (Non-voice) at Tamara, based onsite in Riyadh, Saudi Arabia.

Company Overview

Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region. The company serves millions of users and partners with leading global and regional brands including SHEIN, Jarir, noon, IKEA, and Amazon, as well as small and medium businesses. Tamara is Saudi Arabia's first fintech unicorn, backed by Sanabil Investments (a wholly owned company by the Public Investment Fund), SNB Capital, and Checkout.com, among others. The company operates from its headquarters in Riyadh with additional regional and global support offices.

Role Purpose

You will provide exceptional customer service by answering customer queries through website and live chat related to Tamara's services. You will deliver accurate information and tailored solutions that address customer needs and create unique experiences, helping users revolutionize the way they shop, pay, and bank.

Key Responsibilities

Customer Support Delivery

• Answer inbound emails and respond to live chats in an efficient manner
• Identify customer questions, concerns, and overall needs
• Provide accurate answers and solutions to customer queries
• Give detailed explanations of services
• Review customer accounts and transactions while resolving issues

Service Standards

• Understand and strive to meet support metrics while providing excellent customer service
• Follow communication scripts when handling different topics

Qualifications & Experience

• University graduate
• Native Arabic speaker
• Fluency in English language, B2 profile
• Previous customer service experience is a plus

Skills & Competencies

• Deliver great verbal and written communication skills
• Operate computers effectively
• Use internet applications
• Handle customers' issues
• Solve problems in a short period of time
• Respond quickly with urgency and change course without losing momentum and energy
• Demonstrate solution-oriented mindset with ability to persevere and find solutions regardless of circumstances
• Show empathy and respect in working with others
• Work collaboratively with team player mentality and proven ability to collaborate

Additional Information

• Flexibility with rotational working hours and days
• All qualified individuals are encouraged to apply