Customer Care Advisor (Voice)

Role Overview

Customer Care Advisor (Voice) at Tamara, based in Riyadh, Saudi Arabia. This is an onsite position within the Customer Experience team.

Company Overview

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

Role Purpose

Deliver exceptional customer service by responding to inquiries through phone calls, website live chat, and email related to Tamara's services. Provide accurate information and tailored solutions that address customer needs, helping millions of users revolutionize the way they shop, pay, and bank.

Key Responsibilities

Customer Interaction

• Answer inbound phone calls, emails, and respond to live chats in an efficient manner
• Identify customer questions, concerns, and overall needs
• Deliver detailed explanations of services
• Follow communication scripts when handling different topics

Issue Resolution

• Provide accurate answers and solutions to customer queries
• Review customer accounts and transactions while resolving issues
• Solve problems in a short period of time

Performance Management

• Understand and strive to meet support metrics while providing excellent customer service

Qualifications & Experience

• University degree
• Native Arabic speaker
• Fluency in English language at B2 profile level
• Previous customer service experience is a plus

Skills & Competencies

• Strong verbal and written communication skills
• Ability to use computers and internet applications
• Ability to handle customers' issues
• Problem-solving capability
• Solution-oriented mindset
• Empathy and respect in working with others
• Ability to respond quickly with urgency
• Ability to change course without losing momentum and energy
• Team player with positive outlook
• Flexibility and adaptability in fast-paced environments

Additional Information

• Flexibility with rotational working hours and days required