Customer Care Manager
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Job Location:
Monthly Salary:
Experience Required:
Posted on:
30 days ago
Vacancies:
1 Vacancy
Job Summary
We are seeking a highly motivated Customer Care & Complaints Manager to lead our support operations and ensure exceptional customer experience. The ideal candidate will manage a team handling customer inquiries and complaints with a focus on quality responsiveness and compliance with SAMA regulations. This role requires prior experience in fintech or banking strong communication skills and hands-on familiarity with CRM tools like Zendesk or ZohoDesk. The candidate will be responsible for setting service standards improving internal processes and reporting key KPIs.
Responsibilities:
- Build and optimize customer service policies and procedures
- Handle escalated complaints and ensure timely resolutions
- Ensure compliance with SAMA complaint handling regulations
- Track KPIs like CSAT resolution time and SLA compliance
- Collaborate with technical product and legal teams on service improvement
- Maintain customer feedback loops and suggest enhancements
- Prepare regular reports and present findings to senior management
Requirements
- Experience: 35 years in customer service management
- Preferred Industry: Fintech / Banking / Lending / Regulated Services
- Language: Arabic (Fluent) English (Good)
- Tools: CRM Helpdesk Platforms (Zendesk ZohoDesk etc.)
- Education: Bachelors Degree (Business IT or related field)
Company Industry
Internet Service Providers / Retail Appliances / Electrical and Electronic Equipment
Key Skills
- Bidding
- Business Solutions
- ABAP
- Business Operations
- Business Sales
- Corporate Marketing
