Customer Care Advisor (Non-voice)

Tamara; Remote; SAR 120,000 - 150,000; Full time

Job summary

A leading fintech platform in Saudi Arabia is looking for a Customer Care Associate for its Customer Experience team. The role involves providing exceptional service to customers via email and live chat, addressing their queries related to Tamara's services. Applicants should have at least 1-2 years of customer service experience and possess strong communication skills. This remote position is ideal for talented individuals within Saudi Arabia who thrive in a fast-paced environment. Competitive candidates will be empathetic problem solvers with a positive attitude.

Qualifications

• Minimum 1–2 years of customer service experience.
• Native Arabic speaker with fluency in English (B1).
• Ability to manage customer escalations.
• Comfortable using computers and internet applications.

Responsibilities

• Answer inbound emails and respond to live chats efficiently.
• Identify customer questions and provide accurate solutions.
• Review customer accounts and resolve issues.
• Understand support metrics and provide excellent customer service.

Skills

Customer service experience

Strong communication skills

Problem-solving ability

Empathy

Education

University degree

Job description

About Us

Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer-centric financial super-app on earth. The company serves millions of users in the region and partners with leading global and regional brands such as SHEIN, Jarir, noon, IKEA and Amazon, as well as small and medium businesses.

Tamara is Saudi Arabia’s first fintech unicorn and is backed by Sanabil Investments, a wholly owned company by the Public Investment Fund (PIF), SNB Capital, Checkout.com, amongst others. The company operates from its headquarters in Riyadh, with additional regional and global support offices.

Your role

We're seeking a Customer Care Associate for our Customer Experience team. In this role, you will be crucial in providing answers to customers queries through website and live chat related to Tamara’s services. This role will be remote in nature and suited to locally available talent in Saudi Arabia.

Drawing on your proficiency in managing interaction with customers on a daily basis, you will be responsible for delivering exceptional customer service through accurate information and tailored solutions that address their needs to create unique experiences only Tamara can provide.

With a proven track record of leveraging strong communication skills (written & verbal) to effectively solve customer issues and find solutions quickly, even in a fast-paced environment, and ultimately revolutionize the way millions of users shop, pay, and bank.

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.

Your responsibilities

• 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.
• Review customer accounts and transactions while resolving issues.
• Give detailed explanations of services.
• Understand and strive to meet support metrics while providing excellent customer service, and follow communication scripts when handling different topics.

Your expertise

• Previous customer service experience is a must (min 1‑2 years).
• Native Arabic speaker.
• Previous experience in handling customer escalations is a plus.
• Fluency in English Language, B1 profile.
• Ability to use computers.
• Ability to use internet applications.
• University degree holder.
• Great verbal & written communication skills.
• Ability to handle customers’ issues.
• Ability to solve problems in a short period of time.
• Flexibility with rotational working hours/days.

All qualified individuals are encouraged to apply.