Team Lead - Partner Care (Voice)

Overview

• We're seeking a Team Leader for our Partner Care Team.
• As Team Leader, you will be crucial in overseeing and assessing the activities of our partner care service representatives, as well as providing frequent performance feedback.
• 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.
• 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 Riyadh offices.
• 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