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SAMA Care Specialist
Who Are We
HALA is a leading fintech player in the MENAP region that aims to redefine financial services and build the future bank of SMEs. HALA aims at empowering SMEs to start, run, and grow their businesses by providing them with cutting-edge financial and technological tools.
HALA currently holds multiple entities in UAE, Saudi Arabia and Egypt (including HALA Payments, HALA Cashier and HALA Logistics) and offers solutions that enable merchants to digitize their payments as well as manage their sales and operations.
Founded in 2017, HALA is currently duly licensed by the Saudi Arabian Central Bank as well as the Financials Services Regulatory Authority (FSRA) in Abu Dhabi Global Market.
Tasks & Responsibilities:
- Interact with customers via the various available communication tools to provide support and information on an assigned product or service
- Handle SAMA care cases and ensure to provide customers with resolution as per SLA
- Ensure that all needed report provided in daily basis to monitor and control the complaints with other departments
- Respond promptly to customer queries via email, live chat, video, phone, and social media channels
- Ensure that appropriate actions are taken to resolve customers problems and concerns
- Maintain customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
- Use knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate team member and/or concerned department
- Escalate immediately serious complaints or issues not equipped to deal with
- Liaise with colleagues or managers to find the best solutions to customers’ issues
- Identify common problems and escalating them to management, along with possible suggestions for improvement, wherever possibleMaintain a polite, helpful, and professional manner at all times
- Obtain and share customer feedback with colleagues and other departments so that products and services can be improved
- Familiarize self with new products and services as they are introduced
- Respect customer confidentiality at all times
Requirements:
- Bachelor Degree in Business Administration, Marketing & Communication or equivalent field of studies.The education level can be replaced by years of experience.
- One (1) to three (3) years of experience in a similar role
- Computer Skills
- Proficient in Microsoft Office Tools
- Languages: Fluent in English and Arabic
- Core Competencies: Self-Actualization & Fulfillment
- Team Synergy & Development
- Entrepreneurial Mindset & Drive
- Business Acumen & Diligence
We believe you will love working at HALA!
- We have an inclusive and diverse culture that encourages innovation and flexibility in remote, in-office, and hybrid work setups.
- We offer highly competitive compensation packages, including the potential for shares.
- We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.
- Join a talented team of over 30 nationalities working in 7 countries and gain valuable experience in an exciting industry.
- We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.
- You will be given a lot of responsibility and trust. We believe that the best results come when the people responsible for a function are given the freedom to do what they think is best.
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