• Care Ops Manager Jobs in Pakistan - 26175886

  • Careem
  • Pakistan

Job Description:

About CareemPAY

Through Careem PAY, Careem aims to become the largest fintech in the region by providing a payments experience like never before Careem PAY aims to digitize payments not only for the ride hailing and deliveries business, but for the market at large by bringing relevant, local use-cases to its users

Careem PAY currently has approximately 35 million registered users, each with a wallet enabled on the Careem app Our objective is to convert cash transactions across the Careem ecosystem to digital means and to leverage the strong level of customer engagement to offer a wide range of use cases enabled by an open loop wallet As we develop the ecosystem around the wallet with various fund-in options and the ability to use the wallet in a multitude of ways, we expect to see an exponential growth in transaction activity through the wallet

About the Role

This role is a unique opportunity to build and enhance Customer Care processes to drive strategic mandates aligned with the Careem PAY leadership and to form a bridge between the core PAY business and Customer Care Operations for an improved customer experience

The role will report into the Director of Agent Operations, CareemPAY and will be based in Lahore/Karachi, Pakistan

Responsibilities

Develop & Execute Short & Long Term Care Strategy for Careem PAY

Develop and support the Care strategy & roadmap for Careem Pay business
Coordinate and co-develop solutions with Product/ Engg teams on optimizing Care channels and automating issue resolution workflows
Define Care landscape & requirements (operational / regulatory / technical) for PAY Use Cases
Manage coordination between Careem Care and Careem PAY business stakeholders

Manage Scale-up & Run Care operations for Careem PAY

Set up Careem PAY Care services with clear process, operating model and tools
Lead development of Careem Pay related Care content such as help center articles, agent scripts
Identify and apply market specific regulatory requirements to provide Care support
Design, size and scale-up the Care operations for new markets and Use case offerings for Careem PAY
Coordinate day to day Care PAY - Care operations with focus on identification and fixing of root causes
Work closely with Product and Tech teams for root cause identification and resolution
Run and improve existing services on a continued basis

Required Experience

4 years of experience in a fast paced environment

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Logistics/Freight Forward/Distribution/Courier, Marine/Aviation/Military/Mining/Shipping
Functional Area : IT Software : Software Products & Services
Role : Quality Assurance/Testing
Salary : As per Industry Standards
Deadline : 12th Aug 2020

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