Customer Care Team Leader

About HungerStation

HungerStation is part of the 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. HungerStation is committed to delivering a fast, easy, and exceptional customer experience.

Role Overview

HungerStation is seeking a Customer Care Team Leader to join its team in Riyadh, Saudi Arabia. This full-time role involves managing contact center agents and teams to ensure smooth operations and adherence to planned processes. The primary objective is to resolve customer inquiries and enhance satisfaction in line 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 Key Performance Indicators (KPIs).
• Manage customer interactions through ticketing, chats, non-live cases, and outbound voice contact via the team.
• Foster team development through motivation and support for career advancement.
• Identify areas of concern and under-performance to implement corrective measures.
• Provide hands-on 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 objective achievement.
• Interface with relevant work centers for complaint resolution and ensure closure of complaints.
• Manage contact center operations to ensure consistent performance.
• Identify agent training needs and ensure effective implementation of training.
• Regularly log in and assume an agent role to stay updated on customer needs.
• Manage team quality by consistently monitoring historical and live customer interactions.
• Interface with IT, HR, Training, and Quality departments.
• Collate data and generate Management Information System (MIS) reports.
• Handle all types of escalated client complaints and ensure resolution.
• 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.
• Adhere to all relevant policies, procedures, and processes for controlled and consistent daily operations.
• Contribute to identifying opportunities for continuous improvement in processes, practices, and productivity.
• Promote adherence to organizational policies, procedures, and instructions among employees.
• Ensure the satisfaction of internal and external customers by addressing their needs promptly.
• Participate in the identification and recruitment of key talent for the department.
• Guide and assist direct reports in performing their functional operations according to set policies.
• Set performance objectives, provide support, evaluate team performance, and offer regular feedback.
• Maintain a high-performance working environment and promote organizational values.

Qualifications and Experience

• Experience: 2-3 years of relevant experience.
• Skills: Good communication skills are required.
• Education: A Bachelor's Degree in a relevant field is required. A Master's degree in a relevant field is preferred.

Work Environment

This is a full-time position based in Riyadh, Riyadh, Saudi Arabia, within a dynamic customer care environment focused on delivering high-quality service.

Application Process

Candidates who meet the qualifications are encouraged to apply.