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Customer Service Quality Specialist - Saudi National | Riyadh, SA

Tabby

Riyadh

On-site

SAR 150,000 - 200,000

Full time

13 days ago

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Job summary

A leading financial technology company in Riyadh is seeking a Customer Service Quality Specialist. The role involves ensuring high standards in customer service interactions while evaluating performance and providing coaching. Ideal candidates should have a strong grasp of customer service principles, fluency in Arabic and English, and relevant experience.

Qualifications

Fluency in Arabic (CEFR Level B2) and English (CEFR level C1).
Experience in customer service quality assurance.
Strong interpersonal skills.

Responsibilities

Monitor customer service interactions to ensure quality standards are met.
Provide feedback to agents and supervisors based on evaluations.
Analyze customer interactions to identify trends for improvement.

Skills

Communication

Analytical Skills

Problem Solving

Customer Service Principles

Education

Bachelor's degree in business administration, marketing, or related field

Customer Service Quality Specialist - Saudi National

Tabby Riyadh, Saudi Arabia Apply now

Posted 1 month ago Permanent Competitive

Customer Service Quality Specialist - Saudi National

Customer Service Quality Specialist - Saudi National

Department: Customer Experience Management

Employment Type: Full Time

Location: KSA

Compensation: ر.س8,000 / month

Description

Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 15 million users choose Tabby to stay in control of their spending and make the most out of their money.

The company's flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 40,000 global brands and small businesses, including Amazon, Noon, IKEA, and SHEIN use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.

Tabby generates over $10 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region.
Tabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors, and is now valued at $3.3 billion.

We are seeking a skilled Customer Service Quality Specialist to join our team in KSA. The ideal candidate will be fluent in Arabic and English, and have a strong understanding of customer service principles and practices as well as cultural nuances of the GCC region. In this role, you will be responsible for monitoring, evaluating and improving the quality of our customer service interactions to ensure customer satisfaction and retention.

Key Responsibilities

Monitor customer service interactions (voice, chat, emails) to ensure quality standards are met and exceeded.
Evaluate customer service performance using quality assurance metrics and provide feedback to agents and supervisors.
Develop customised learning plans and coach agents to enhance customer service skills and knowledge.
Analyze dissatisfied customer interactions to identify trends and opportunities for improvement.
Conduct research to identify best practices in customer service, and suggest continuous improvement practices
Work closely with other team members to ensure a high level of customer satisfaction.

Requirements:

Fluency in Arabic (CEFR Level B2) and English (CEFR level C1) for both written as well as spoken.
Proven experience in a customer service quality assurance role.
Strong knowledge of customer service principles and practices.
Excellent communication and interpersonal skills.
Strong analytical and problem-solving skills.
Ability to work independently and as part of a team.
Bachelor's degree in business administration, marketing, or a related field

Preferred qualifications: