About ZainCash:
ZainCash Iraq is a leading mobile wallet in Iraq and recognized as Forbes top Fintech company of 2023 and 2024 as well as GSMA’s Best Mobile Innovation Supporting Humanitarian Situations. The company offers a range of consumer and business services including local and international money transfer, bill payments, companion payment cards, payroll, aid disbursement, and more. For more information, please visit www.zaincash.iq.
Job summary:
We are seeking a dedicated and experienced Customer Care Manager to lead and manage our customer support team. The ideal candidate will have a proven track record in delivering exceptional customer service and driving continuous improvement within a customer care environment. This role will involve overseeing the day-to-day operations of the customer care team, developing strategies to enhance customer satisfaction, and ensuring that the team meets performance goals.
Key Responsibilities:
Leadership and Management:
- Provide strategic direction and leadership to the call center team.
- Lead, coach, and mentor call center team leaders and staff to achieve high performance.
- Foster a positive and collaborative work environment.
Operational Oversight:
- Oversee daily operations of the call center to ensure efficiency and effectiveness.
- Monitor call center performance metrics and KPIs, such as average handling time, first call resolution, customer satisfaction scores, etc.
- Ensure compliance with company policies, industry regulations, and data security standards.
Customer Experience:
- Ensure the delivery of exceptional customer service that aligns with the company's standards and values.
- Address and resolve escalated customer issues and complaints.
- Analyze customer feedback and implement improvements to enhance customer experience.
Performance Management:
- Set performance goals and conduct regular performance evaluations for call canter staff.
- Identify training needs and coordinate professional development programs.
- Implement strategies to motivate and retain top talent within the call center unit.
Reporting and Analysis:
- Prepare regular reports on call center performance, customer feedback, and operational metrics for senior management.
- Conduct data analysis to identify trends, opportunities, and areas for improvement.
https://www.bayt.com/ar/iraq/jobs/manager-customer-care-73215201/?_gl=1*1vxg82r*_up*MQ..*_ga*MTIyNDA1ODE0MC4xNzU1NTMyNzQx*_ga_1NKPLGNKKD*czE3NTU1MzI3NDEkbzEkZzEkdDE3NTU1MzI3NDQkajU3JGwwJGgw
