Customer Care Manager
- ABANA Enterprises Group Co.
- الرياض السعودية
- Full-time
وصف الوظيفة
ABANA Enterprises Group is looking for an experienced Customer Care Manager to lead our customer service operations and ensure excellence in customer satisfaction.. The Customer care manager will be responsible for overseeing the quality of service provided to ABANA’s customers to ensure they are up to acceptable standards and adequately meet the expectations and requirements of clients. The role of the customer care manager to supervise and coordinate the activities of the customer care unit to ensure customers are satisfied and any issues are solved for maintain customer’s satisfied.
Duties/Core Responsibilities
- Lead, mentor, and manage the Customer Care team to ensure high performance and customer satisfaction.
- Develop and implement customer service policies, procedures, and standards.
- Monitor team performance using key metrics such as response time, resolution rate, CSAT, and NPS.
- Handle complex customer issues and complaints, ensuring timely and effective resolution.
- Collaborate cross-functionally with departments such as Sales, Product, and Logistics to address customer needs.
- Analyze customer feedback and data to identify trends and recommend actionable improvements.
- Prepare and present regular performance reports to senior management.
- Oversee CRM systems and support tools to ensure they are optimized for efficiency and effectiveness.
- Foster a customer-centric culture across the organization.
متطلبات الوظيفة
Education and Training
Bachelor’s degree in Marketing, Business Administration or related field.
Experience
Minimum of 2 years of experience in a related field, with solid experience in customer service and management highly desirable.
Skills and Attributes
- Strong leadership and team management skills
- Excellent in English communication skills, both written and verbal, with the ability to effectively interact with customers using appropriate language to identify their requirements and provide solutions or assistance.
- Proficient in MS Office applications.
- Strong planning and scheduling skills, with the ability to prioritize tasks .
- Problem-solving skills and analyzing customer complaints or issues to come up with recommendations useful in resolving client problem.