Customer Care Team Leader

About Delivery Hero

Delivery Hero is a global local delivery platform operating in approximately 65 countries. Headquartered in Berlin, Germany, Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017. Hungerstation, established in 2012, is the first Saudi food delivery application in the region and is part of the Delivery Hero Group.

Role Summary

Delivery Hero is seeking a Customer Care Team Leader to join the team in Riyadh. This full-time role involves managing contact center agents and teams to ensure smooth operations and effective resolution of customer inquiries, aiming to enhance customer satisfaction in line with organizational policies and procedures. The position requires 2-5 years of relevant experience.

Key Responsibilities

• Ensure customer satisfaction by providing appropriate responses to interactions.
• Achieve agreed targets and Key Performance Indicators (KPIs).
• Manage customer interactions across ticketing, chats, non-live cases, and outbound voice contact through the team.
• Identify areas of concern and under-performance to implement corrective measures.
• Support team member development through motivation and career advancement initiatives.
• Provide direct assistance, proactively share information, and troubleshoot problems for the team.
• Develop more effective work processes to improve customer interactions.
• Monitor and review performance metrics to ensure objectives are met.
• Interface with relevant work centers for complaint resolution and ensure closure of complaints.
• Identify agent training needs and ensure effective implementation of training.
• Manage team quality by monitoring historical and live customer interactions.
• Interface with IT, HR, Training, and Quality departments.
• Collect data and generate Management Information System (MIS) reports.
• Handle escalations from clients and ensure resolution of complaints.
• Conduct monthly coaching sessions and deliver performance review forms on time.
• Monitor and report team performance, attendance, and quality, escalating low performers to the CC manager and HRBP.
• Adhere to all relevant policies, procedures, and processes.
• Contribute to identifying opportunities for continuous improvement in processes, practices, and productivity.
• Ensure satisfaction of both internal and external customers.
• Participate in the identification and recruitment of key talent.
• Guide and assist direct reports in performing their operations.
• Set performance objectives, provide support, evaluate team performance, and offer regular feedback.

Qualifications and Experience

• 2-5 years of experience in a relevant field.
• Demonstrated leadership and people management skills.
• Ability to manage contact center operations effectively.

Work Environment

This is a full-time position based in Riyadh, where the successful candidate will contribute to a high-performance working environment and promote the organization's values.

Application Process

Interested candidates are encouraged to apply for this role to contribute to Delivery Hero's mission of delivering an exceptional customer experience.