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Senior Operations Associate

3 weeks ago

Karachi, Sindh, Pakistan Careem Networks FZ LLC Full time
Company Overview
Careem Networks FZ LLC is a leading technology company that operates in the Middle East and North Africa. We are committed to simplifying lives and improving the region's infrastructure. Our team of experts works tirelessly to provide innovative solutions for transportation, food delivery, and other essential services.

About the Role
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
  • 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.

Requirements
  • 1-3 years of experience in customer service, service operations, or a similar role.
  • Strong communication and interpersonal skills.
  • Problem-solving abilities with a customer-centric approach.
  • Proficiency in CRM software.
  • Ability to multitask and handle high-pressure situations.