Customer Care Team Leader📣 Job Ad

About Delivery Hero SE

Hungerstation is part of Delivery Hero Group, a global leader in local delivery platforms operating in approximately 65 countries. Headquartered in Berlin, Germany, Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is included in the MDAX stock market index.

Role Overview

Delivery Hero SE is seeking a Customer Care Team Leader for a full-time position in Riyadh. This role is responsible for managing contact center agents and teams to ensure smooth operations, resolve customer inquiries, and enhance customer satisfaction in accordance with organizational policies and procedures. The ideal candidate will have 2-5 years of relevant experience.

Key Responsibilities

• Ensure customer satisfaction by providing effective responses to interactions.
• Achieve agreed-upon targets and KPIs.
• Manage customer interactions through ticketing, chats, non-live cases, and outbound voice contact via the team.
• Lead and develop the team through effective people management and motivation, fostering career advancement.
• Identify areas of concern and under-performance, implementing corrective measures.
• Provide hands-on assistance, proactive information sharing, and troubleshooting support to the team.
• Develop and implement more effective work processes for improving customer interactions.
• Monitor and review performance metrics regularly to ensure objective achievement.
• Liaise with relevant work centers for complaint resolution and ensure closure of complaints.
• Effectively manage Contact Center operations to maintain consistent performance.
• Identify agent training needs and ensure effective implementation of training programs.
• Log in and assume an agent role periodically to stay updated on customer needs.
• Manage team quality by monitoring historical and live customer interactions.
• Interface with IT, HR, Training, and Quality departments.
• Collect data and generate MIS reports.
• Handle higher-level escalations from clients, ensuring resolution and client satisfaction.
• Conduct monthly coaching sessions for team members and deliver performance reviews on time.
• Monitor and report team performance, attendance, and quality, escalating low performers to the CC Manager and HRBP.

Required Qualifications and Experience

• 2-5 years of experience in a relevant field.
• Ability to follow all relevant policies, procedures, and processes to ensure controlled and consistent daily work.
• Capacity to identify opportunities for continuous improvement in processes, practices, cost-effectiveness, and productivity.
• Commitment to promoting adherence to policies, procedures, and instructions within the organization.
• Capability to prepare timely and accurate reports to meet requirements and objectives.
• Demonstrated ability to ensure satisfaction for both internal and external customers.
• Experience in managing, guiding, and assisting direct reports in performing functional operations.
• Proficiency in setting performance objectives, providing support, evaluating team performance, and offering regular feedback.
• Commitment to upholding a high-performance working environment and promoting organizational values.

Application Process

Candidates who meet the above requirements are encouraged to apply.