Customer Care Supervisor

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.

JOB-SPECIFIC:

• Resource, train, coach, and leading customer care representatives as they provide support for customers
• Develop objectives for the customer care’s day-to-day activities Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Answer representative’s questions, guiding them through difficult calls or issues
• Diffuse angry customers and handle issues that cannot be fielded by representatives
• Lead team meetings, ask questions making sure the team are receiving, understanding and putting into practice the the relevant information
• Coach team regarding processes and practices, and define customers’ expectations
• Assist other management team members in identifying trends and establishing customer care goals
• Ensure team members are achieving desired service levels
• Take corrective action, as needed
• Prepare reports and analyze call center data to improve processes
• Ensure resources are properly allocated
• Strive to maximize efficiency and customer satisfaction
• Take on tasks or projects to support employees, other managers, and call center operations
• Make sure technology is utilized to a maximum and team members are well-organized and productive
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)

• 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.