Care and Service Delivery Coordinator

3 days ago


Lahore, Punjab, Pakistan Careem Networks FZ LLC Full time
About the Role

Careem Networks FZ LLC 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. With a powerful purpose to simplify and improve the lives of people and build an awesome organisation that inspires, 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.

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.

Key Responsibilities:

  • 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.
    • 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.


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