Main Duties and Responsibilities:
- Develop and implement customer service strategies aligned with company goals.
- Lead, mentor, and manage the customer care team to achieve performance targets.
- Monitor and analyze customer service metrics to identify areas for improvement.
- Resolve escalated customer issues and ensure timely, effective solutions.
- Collaborate with sales, marketing, product, and operations teams to improve customer experience.
- Oversee customer feedback mechanisms and utilize insights to enhance service delivery.
- Manage budget and resources for the customer care department.
- Ensure compliance with company policies, industry regulations, and quality standards.
- Drive innovation through technology adoption and process improvements.
- Report regularly to senior management on customer service performance and initiatives.
Requirements:
- Bachelor in Business Administration, Marketing, Communications, or a related field.
- Minimum 7-10 years of experience in similar role.
- Fluent in Kurdish , Arabic and English languages.
- Strong leadership and people management skills.
- Excellent communication and interpersonal abilities.
- Strategic thinking and problem-solving aptitude.
- Proficiency in customer service software and CRM tools.
- Data-driven decision-making and analytical skills.
- Ability to manage multiple priorities and projects.
- Conflict resolution and negotiation skills.
- Customer-centric mindset with a passion for delivering excellence.
- Change management and process improvement expertise.
Working Conditions:
Office Based Role 8 hours a day 5 days per week.
Only qualified candidates will be contacted.