Customer Care Advisor (Voice)

About Tamara

Tamara stands at the forefront of the fintech revolution in Saudi Arabia and the broader GCC region, dedicated to empowering individuals to achieve their aspirations through the development of the most customer-centric financial super-app globally. Serving millions of users across the region, Tamara collaborates with industry-leading global and regional brands, including SHEIN, Jarir, noon, IKEA, and Amazon, as well as small and medium-sized enterprises. As Saudi Arabia’s pioneering fintech unicorn, Tamara is proudly backed by prominent investors such as Sanabil Investments—a wholly owned entity of the Public Investment Fund (PIF)—SNB Capital, and Checkout.com. Headquartered in Riyadh, the company maintains additional regional and global support offices to drive innovation and excellence.

Your Role as a Customer Care Advisor (Voice)

We are seeking a dynamic and customer-focused Customer Care Advisor (Voice) to join our Customer Experience team. In this pivotal role, you will serve as the frontline representative for Tamara’s customers, addressing inquiries and resolving issues through phone calls, live chat, and email. Based in our Riyadh office, this onsite position requires a high level of proficiency in customer interaction, ensuring that every engagement is handled with professionalism, accuracy, and a commitment to delivering exceptional service.

Your responsibilities will include identifying customer needs, providing tailored solutions, and ensuring seamless experiences that align with Tamara’s mission of revolutionizing how millions shop, pay, and bank. This role demands strong communication skills, adaptability in fast-paced environments, and a relentless drive to exceed customer expectations. You will collaborate closely with cross-functional teams to uphold support metrics, adhere to communication protocols, and contribute to the continuous improvement of Tamara’s customer service standards.

Key Responsibilities

• Respond to inbound phone calls, emails, and live chats with efficiency and professionalism.
• Analyze customer inquiries to determine needs, concerns, and appropriate solutions.
• Provide accurate and detailed responses to customer queries, ensuring clarity and completeness.
• Review customer accounts and transactions to resolve issues promptly and effectively.
• Deliver comprehensive explanations of Tamara’s services, policies, and features.
• Adhere to support metrics and communication guidelines to maintain high service standards.
• Collaborate with internal teams to escalate complex issues and drive resolution.
• Maintain a positive and solution-oriented approach, even in challenging scenarios.

Your Expertise

• University graduate with a strong academic background.
• Prior experience in customer service is advantageous but not mandatory.
• Native proficiency in Arabic and fluency in English (B2 level or equivalent).
• Proficiency in using computers and internet applications with ease.
• Exceptional verbal and written communication skills, with a focus on clarity and professionalism.
• Strong problem-solving abilities, capable of resolving issues efficiently under pressure.
• Flexibility to work rotational shifts, including weekends and holidays, to ensure 24/7 customer support coverage.

At Tamara, we foster a culture of collaboration, innovation, and relentless pursuit of excellence. If you are a driven, empathetic, and solution-oriented professional eager to make a meaningful impact in the fintech industry, we encourage you to apply and become part of our mission to transform the financial landscape for millions of users.