Customer Care Manager

المنصور,

  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

  • Lead and supervise the Customer Care team to ensure high performance and quality service delivery
  • Design and implement customer service policies, standards, and procedures
  • Monitor and evaluate team performance based on KPIs such as response time, first-call resolution, and customer satisfaction
  • 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 
  • Ensure effective use of CRM systems and ticketing tools to track and manage customer interactions

Must Have

  • Bachelor’s degree in Business Administration, Marketing, Communications, or a related field
  • Minimum of 4 years of experience in customer service, including at least 2 years in a supervisory or managerial role
  • Strong leadership skills with a proven ability to manage and motivate teams to achieve targets
  • 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 
  • Ability to work under pressure and adapt in a fast-paced, dynamic environment

Nice to have

  • Experience in the telecommunications industry, especially FTTH services
  • Familiarity with quality management standards such as ISO or similar frameworks
  • Knowledge of digital customer service tools, chatbots, or AI-based support systems
  • Experience in change management and process improvement initiatives