Care & Service Operations Associate - Pay

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 50 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 Team

Careem Pay is seeking experienced customer care professionals (with around 2-3 years of experience) to join us as backend care support representatives based in Lahore. In this role, you’ll assist with daily customer care operations and manage complaints. As part of Careem Pay, you'll play a key role in resolving customer issues, identifying pain points, and proposing solutions, acting as a liaison between the care and backend teams. We're looking for individuals who are eager to thrive in a fast-paced, dynamic environment and contribute to our growth. The ideal candidate embraces ambiguity and fosters a collaborative, open, and enjoyable workplace culture.

What You'll Do

• Able to meet deadlines
• Self-reliant and display ownership to ensure end to end resolution
• Use company’s methodology, team input and defined processes to ensure all set KPIs and SLAs are met and FCR is provided
• Should be able to escalate all appropriate problems/customer grievances to the senior management
• Provide professional and candid responsive customer service by using excellent customer service skills
• Respond to customer inquiries relative to products, procedures and use cases (Mobile Recharge, P2P, Credit Card etc) or refer to concerned staff for action
• Handling customer complaints or refer them to appropriate channels for resolving the queries
• Strong follow up and communication skills (oral & verbal)
  
  

What You'll Need

• Minimum Bachelor’s degree
• A minimum of 2 - 3 years of experience in call centre as a customer support executive
• Able to speak, read and write good English. Arabic speaking & reading will be a plus
• Basic knowledge of BPO and Call Centre setup
• Should possess technical skills preferably work experience in Branchless Banking/Microfinance banking/Telecommunication sector
• Able to work on weekends/public holidays & rotating roster
• Business/Mobile wallet experience, understanding of payment gateways will be a plus
  
  

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.