We are seeking an experienced and motivated Customer Care Manager to lead and oversee our customer service operations. The ideal candidate will be responsible for managing a team of customer service representatives, enhancing customer experience, and ensuring that service delivery aligns with the company’s standards and goals. This is a key leadership role that requires a strategic mindset, strong operational management skills, and a customer-first attitude.
Responsibilities
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Lead and supervise the Customer Care team to ensure high performance and quality service delivery
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Design and implement customer service policies, standards, and procedures
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Monitor and evaluate team performance based on KPIs such as response time, first-call resolution, and customer satisfaction
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Handle complex or escalated customer complaints professionally and ensure timely resolution
- Collaborate with technical, sales, and installation departments to ensure smooth communication and service consistency
- Provide coaching, training, and support to team members to enhance their skills and knowledge
- Analyze customer feedback and service trends to identify opportunities for improvement
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Ensure effective use of CRM systems and ticketing tools to track and manage customer interactions
Must Have
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Bachelor’s degree in Business Administration, Marketing, Communications, or a related field
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Minimum of 4 years of experience in customer service, including at least 2 years in a supervisory or managerial role
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Strong leadership skills with a proven ability to manage and motivate teams to achieve targets
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Solid understanding of customer experience principles, complaint resolution, and KPI management
- Proficiency in using Customer Relationship Management (CRM) systems and ticketing tools
- Excellent communication skills in both Arabic and English (written and verbal)
- Strong analytical and decision-making abilities based on performance data and customer feedback
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Ability to work under pressure and adapt in a fast-paced, dynamic environment
Nice to have
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Experience in the telecommunications industry, especially FTTH services
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Familiarity with quality management standards such as ISO or similar frameworks
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Knowledge of digital customer service tools, chatbots, or AI-based support systems
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Experience in change management and process improvement initiatives
