CX Lab Expert Jobs in Dubai, United Arab Emirates

CX Lab Expert

  • Dubai, United Arab Emirates 
5 to 5 years
Full Time
Job Description

About the job About Us Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 4,500,000 active users choose Tabby to stay in control of their spending and make the most out of their money. Over 15,000 global brands and small businesses, including H&M, Adidas, IKEA, SHEIN, noon, and Bloomingdale's use Tabby's technology to accelerate growth and gain loyal customers by offering flexible payments online and in stores. Tabby is active in Saudi Arabia, UAE, Egypt and Kuwait and backed by leading investors including Sequoia Capital India, STV, PayPal Ventures, Mubadala Investment Capital, Arbor Ventures and others. Tabby aims to deliver an exceptional customer experience, becoming a GCC champion. To elevate the service, Tabby invests in technological advancements, based on the most recent tech improvements, including a strategic reliance on machine learning as well as developing own tools to support CS agent performance and quality. To test and prove the pipeline of new developments, Tabby aims to rely on people, that are better fit for not only fully embracing the role of CS agent, but also are capable of tool testing, process improvement, participating in transformational projects. We create a dedicated team of CX experts – bright individuals willing to enter the fintech industry on the frontline of CX transformation, and later grow in the company according to their talents and ambition. Job Summary: As CX Lab Expert, candidate will be initially responsible for ensuring exceptional customer service experiences and satisfaction. Additionally, the expert will be involved in tools tests, and will provide feedback to tech and Product teams, supporting the development. As the experts are gaining experience, we assume them to get involved in training, quality monitoring and team management for a regular CS team, as well as developing into experts in adjacent areas and functions. Duties and Responsibilities: Support Tabby customers over chat and phone calls, Participate in tool and technology testing and provide a feedback for development teams, Support the development and implementation of customer service policies and procedures that align with company objectives, Conduct customer feedback analysis to identify areas of improvements and optimization of customer experience, Collaborate with cross-functional teams to ensure projects involving customer service operations and tech developments are executed successfully, Qualifications and Requirements: Excellent analytical, communication, and problem-solving skills Post Graduation, preferably in math, business, marketing, finance Good self-awareness, internal locus of control, good soft-skills Understanding of data, analysis and reporting Ability to multitask, meet deadlines, and work in a fast-paced environment Ability to work effectively and build strong relationships with cross-functional teams Native Arabic Speakers The application process consists of an interview with the our CX Recruiter followed by an assessment and a final interview with the hiring team. What you can expect A competitive salary dependent upon your experience. We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team. A working environment that gives you autonomy and responsibility from day one. You should be comfortable with the idea that the quality of your work will influence the shape of your career. We are passionate about creating an equitable, high-performing workplace that gives people from all backgrounds the support they need to thrive, grow and meet their goals (whatever they may be). If this sounds exciting to you, we'd love to hear from you!

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