وصف الوظيفة

About Tameeni

Tameeni is the first authorized online insurance aggregator in KSA. “Tameeni” has transformed the concept of motor insurance for the Saudi market, to a different stage that keeps pace with the tech era, by delivering an exceptional and integrated digital process in issuing the car insurance policy instantly in 90 seconds time through simple steps. “Tameeni Health” is the first digital health insurance platform for medium, small, and micro businesses.

Job Summary

Manage daily conversations with Tameeni’s online community, provide clear and timely responses, support campaign engagement and route customer issues to the right team.

Job Objectives

· Deliver timely, accurate and helpful responses that reflect Tameeni’s brand voice.

· Improve community engagement and customer experience against clear performance measures.

· Maintain effective coordination with Marketing and Customer Care across campaigns and customer issues.

Job Responsibilities

Software and Automation

· Use Locobuzz to assign, tag and document conversations, avoiding duplicate replies and ensuring complete shift handovers.

· Review AI-assisted drafts before sending and flag incorrect suggestions or classification issues to the senior specialist.

Customer Care and Escalation

· Acknowledge customer issues, record the relevant details and route service requests and complaints to Customer Care with clear context.

· Track assigned handoffs, follow up with the responsible owner and provide approved updates to customers when available.

· Identify recurring questions, customer feedback, engagement opportunities and emerging risks; escalate sensitive content promptly.

Service Standards and Operations

· Work on the agreed response standards and shift assignments. Flag workload or coverage problems early to the senior specialist so support can be arranged. Community management is a dedicated responsibility and should receive protected capacity.

· Customer Care owns service resolution, tickets, refunds, cancellations and complaints of record. Do not promise policy coverage, discounts or resolution timelines without approval. Move personal information to approved private channels and use customer records only within approved permissions.

· Shift-based work may include evenings, weekends and campaign peaks, subject to HR-approved schedules. Channel assignments may cover daytime reviews and visual platforms, evening X engagement, or weekend and peak support. Complete Customer Care process training, brand onboarding and tool training before working independently.

Performance Improvement

· Contribute to agreed community KPIs, suggest improvements to engagement and responses, and record tracked links and conversation outcomes accurately.

Performance Measures

· Response time and coverage of assigned conversations during scheduled hours.

· Response quality, accuracy and appropriate brand tone.

· Correct tagging, escalation and complete handover records.

· Timely campaign support, useful customer insights and contribution to meaningful engagement and tracked community traffic.

· Attendance, shift reliability and compliance with approved access and response rules.

· Prepare required reports, analyze performance data, and provide insights and recommendations for improvement.

Job Requirements

Educational Qualification

· Bachelor’s degree or diploma in marketing, communications, business or a related field, or equivalent relevant experience.

Licenses & Certifications

N/A

Previous Work Experience

· Typically, 1 to 3 years of experience in community management, social customer support or digital communications.

· Customer care experience, including complaint handling, escalation and follow-up. Familiarity with CRM or ticketing tools such as Zendesk, Freshdesk or equivalent systems.

· Able to read dashboards and show examples of improving response quality, community engagement or customer satisfaction. Attention to detail and reliable follow-up are essential; insurance or fintech experience is preferred.

Skills and Abilities

· Strong Arabic writing and familiarity with Saudi social media conversations, plus working proficiency in English.

· Experience with Locobuzz or comparable tools such as Sprinklr or Sprout Social; experience with any one relevant platform is acceptable.

· Accurate documentation, good use of dashboards and reliable coordination with Marketing and Customer Care.