Customer Care Manager
Ethra Human ResourcesRiyadh, 01, sa25 منذ أيام
نوع الوظيفة
- Quick Apply
الوصف الوظيفيExperience : 3–5 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 : Bachelor's Degree (Business, IT, or related field)
Job Description
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
إنشاء تنبيه وظيفي لهذا البحث
Manager Care Care • Riyadh, 01, sa
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