SAMA Customer Care Specialist

Role Overview

SAMA Customer Care Specialist at HALA, a leading fintech player in the MENAP region.

Company Overview

HALA is a fintech company founded in 2017 that aims to redefine financial services and build the future bank of SMEs. HALA currently holds multiple entities in UAE, Saudi Arabia, and Egypt (including HALA Payments and HALA Logistics) and offers solutions that enable merchants to digitize their payments as well as manage their sales and operations. HALA is licensed by the Saudi Arabian Central Bank and operates across 7 countries with a team of over 30 nationalities.

Role Purpose

To identify and assess customer needs, build sustainable relationships with SAMA representatives, provide accurate information, and handle complaints and resolutions while maintaining Call Center KPIs.

Key Responsibilities

Stakeholder Management

• Identify and assess SAMA's needs to achieve satisfaction.
• Build sustainable relationships and trust with SAMA representatives through open and interactive communication.

Customer Service Operations

• Provide accurate, valid, and complete information by using the right methods and tools.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
• Maintain Call Center KPIs.
• Follow communication procedures, guidelines, and policies.

Qualifications & Experience

• Bachelor degree in business or any equivalent field of studies.
• 2–4 years of experience in a similar role.
• Proven experience in the Financial Sector.
• Previous experience with Call Center operations as a Supervisor.
• Education levels can be replaced by years of experience.

Skills & Competencies

• Advanced proficiency in Microsoft Office Tools.
• Fluent in English and Arabic.
• Advanced knowledge of compliance and regulations.
• Self-Actualization & Fulfillment (Advanced proficiency).
• Team Synergy & Development (Advanced proficiency).
• Entrepreneurial Mindset & Drive (Advanced proficiency).
• Business Acumen & Diligence (Advanced proficiency).

Additional Information

• Inclusive and diverse culture that encourages innovation and flexibility in remote, in-office, and hybrid work setups.
• Highly competitive compensation packages, including the potential for shares.
• Regular training and annual learning stipend to support career growth in a hyper-growth environment.
• Autonomy, mentoring, and challenging goals that create opportunities for development.
• Responsibility and trust given to allow freedom to do what you think is best.