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