Customer Operations Specialist

Join our dynamic Customer Care team at the forefront of mobility innovation, where every interaction propels our vision of effortless mobility forward As a **Customer Care Operations Specialist, **you will be responsible for efficiently managing emergencies, escalations, complaints and regular queries. Your expertise in handling complex situations and collaborating with various stakeholders will be essential in ensuring the smooth operation of our customer care processes. The role would require periodic weekend and evening work. If this sounds like just the challenge for you, we want to hear from you

**YOUR CHALLENGE**:

- **Arabic-Language Support**: provide top-level support on a wide range of topics to our Arabic-speaking customers and chauffeur partners.
- **End-to-End Handling of Emergencies**: handle emergencies and their resulting escalations, ensuring prompt and effective resolution while maintaining professionalism and duty of care at all times.
- **Reimbursement Handling**: manage reimbursements, ensuring accurate and timely claims processing.
- **Expert Handling of Major Escalations**: be the go-to specialist for major escalations, providing expert guidance to resolve complex issues, restore customer confidence and implement corrective actions and prevent similar escalations.
- **POC for Company Stakeholders**: establish and maintain effective communication channels with stakeholders from other departments, ensuring alignment and collaboration for seamless customer care operations.
- **Coordination During Tech Outages**: take ownership during tech issues and system downtime, liaising with tech teams on slack, leading comms for the Customer Care team and organizing alternatives if systems are offline.
- **Quality Snapshots**: as an operational expert, you will be a role model on all process, procedure and quality guidelines. This puts you in the perfect position to assess the quality of our outsourced teams.
- **Onboarding and Shadowing**: Support the onboarding of new outsourced team members through group shadowing sessions.
- **Support the Team**: support the concierge team in real-time by answering questions, advising on complex issues and coaching as necessary.
- **Overflow Support for Standard Customer Queries**: assist in handling standard customer queries during busy periods, ensuring customers receive accurate information and assistance.

**ABOUT YOU**:

- You should have a minimum of 1 year of experience in a customer care role, with a proven track record of handling emergencies, escalations, and complex issues.
- Strong skills in collaborating with stakeholders from various departments to ensure effective communication, alignment, and collaboration in customer care operations.
- A willingness to work on weekends and evenings when required, with the latest shift extending until 9 pm.
- Fluent in both Arabic and English, with excellent communication abilities.
- Proven track record in handling escalated issues with empathy.

**MORE THAN A JOB**:
We are Blacklane, providers of premium global chauffeur services. Our mission is to create true peace of mind for discerning travellers by delivering perfect experiences around the world and to inspire a better future. Blacklane is offering airport transfers, City-to-City commutes, In-city mobility chauffeur hailing and Chauffeur-by-the-hour in over 50 countries globally, either pre-booked or on-demand. Whether it's for business or pleasure, Blacklane and its 300 employees and tens of thousands of chauffeur partners have the right premium transportation service for you. By changing how people move, we opened up new opportunities for our chauffeur providers and set industry standards for climate protection in the travel industry.

**Working at Blacklane**: We prioritize fostering a strong company culture that promotes collaboration, innovation, and meaningful connections among our employees. Our offices in Berlin and Dubai serve as a central hub where employees come together to collaborate, build relationships, and participate in cultural events that reinforce our shared values. For our employees outside these geographies we promote having a hub life where our employees come together in their specific locations as we believe this plays a crucial role in supporting employee well-being, facilitating career development opportunities such as shadowing and mentorship programs, and nurturing a sense of belonging within our team. We are committed to creating a workplace where every individual feels valued, supported, and empowered to contribute their best work. Through our dedication to cultivating a strong company culture, we aim to drive engagement, productivity, and success across the organization and also offer the following:

- **Continuous Learning**: We believe that open and actionable feedback is the essential component of continuous development. Set your personal development plan and take an active role in our internal learning communities to p