Job Description
Careem is building the Everything App for the greater Middle East, making it easier than ever to move around, order food and groceries, manage payments, and more. Careem is led by a powerful purpose to simplify and improve the lives of people and build an awesome organisation that inspires. Since 2012, Careem has created earnings for over 2.5 million Captains, simplified the lives of over 70 million customers, and built a platform for the region’s best talent to thrive and for entrepreneurs to scale their businesses. Careem operates in over 70 cities across 10 countries, from Morocco to Pakistan.
About the role
The Care and Service Operation Associate will be responsible for ensuring smooth service operations, handling customer care requests, and providing top-notch support to clients. This role involves coordinating between departments, resolving service issues, and improving customer satisfaction through efficient service delivery.
What you'll do
KYC Processing & Compliance:
- Process KYC documentation according to established procedures and within agreed SLAs.
- Conduct thorough reviews of customer information to verify identity and assess risk.
- Maintain accurate and up-to-date KYC records in the system.
- Respond promptly and accurately to RFIs related to remittance transactions.
- Monitor transactions for suspicious activity and escalate potential risks as needed.
- Perform investigations on flagged transactions and discrepancies.
Service Operations Management:
- Coordinate service requests and ensure timely resolution.
- Work with internal teams and external partners to streamline service processes.
- Work with internal departments to ensure compliance with regulatory requirements.
- Monitor and analyze service performance metrics.
- Identify and suggest improvements for operational efficiency.
Collaboration & Communication:
- Act as a bridge between customers and internal departments.
- Collaborate with technical teams to resolve service-related issues.
- Provide regular updates to stakeholders on service operations.
- Conduct follow-ups to ensure service requests are completed to the customer’s satisfaction.
What you'll need
- Bachelor’s degree
- 1-3 years of experience in customer service, service operations, or a similar role.
- Strong communication and interpersonal skills.
- Problem-solving abilities with a customer-centric approach.
- Proficiency in CRM software.
- Ability to multitask and handle high-pressure situations.
What we’ll provide you
We offer colleagues the opportunity to drive impact in the region while they learn and grow. As a full time Careem colleague, you will be able to:
- Work and learn from great minds by joining a community of inspiring colleagues.
- Put your passion to work in a purposeful organisation dedicated to creating impact in a region with a lot of untapped potential.
- Explore new opportunities to learn and grow every day.
- Work 4 days a week in office & 1 day from home, and remotely from any country in the world for 30 days a year with unlimited vacation days per year. (If you are in an individual contributor role in tech, you will have 2 office days a week and 3 to work from home.)
- Access to healthcare benefits and fitness reimbursements for health activities including gym, health club, and training classes.
