CX Lab Expert

Department: Customer Experience

Employment Type: Full Time

Location: UAE

Reporting To: Sergei Piatkov

Description

Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 global brands and small businesses, including Amazon, Noon, IKEA and Shein, use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores. Tabby has generated over $7 billion in transaction volume for its partner brands and has the highest-rated, most-reviewed, largest and fastest-growing app of any fintech in the GCC region. Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.

Tabby aims to deliver an exceptional customer experience and become 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 and developing its own tools to support CS agent performance and quality.

To test and prove the pipeline of new developments, Tabby aims to rely on people who are a better fit for fully embracing the role of CS agent and are capable of tool testing, process improvement, and 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 ambitions.

Key Responsibilities

As a CX Lab Expert, the candidate will be initially responsible for ensuring exceptional customer service experiences and satisfaction. Additionally, the expert will be involved in tool tests and provide feedback to various internal teams, supporting the development. As the experts gain experience, we assume they will get involved in training, quality monitoring, and team management for a regular CS team and develop into experts in adjacent areas and functions.

Duties and Responsibilities

• Support Tabby customers and partners over chat, emails, and phone calls.
• Participate in tool and technology testing and provide feedback to development teams.
• Conduct customer feedback analysis to identify areas of improvement and optimization of customer experience.
• Support developing and implementing customer service policies and procedures that align with company objectives.
• Taking ownership and effectively handling difficult situations.
• Collaborate with cross-functional teams to ensure projects involving customer service operations and tech developments are executed successfully. 
• Maintain a high level of customer satisfaction.

Skills, Knowledge & Expertise

• Post Graduation, preferably in math, business, marketing, or finance.
• Excellent analytical, critical thinking, and problem-solving skills.
• Fluent Arabic and English speaker
• Good self-awareness, internal locus of control, and 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.