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Customer Care Manager

Job Title: Customer Care Manager
Contract Type: Permanent
Location: Erbil, Iraq
REF: 247
Contact Name: Sana Kamangar
Contact Email:
Job Published: almost 4 years ago

Job Description

MSELECT is looking to hire a Customer Care Manager with a minimum of 5 years’ experience for one of its international retail clients in Erbil. The selected candidate will plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.


  • Develop and implement customer service policies and procedures.
  • Define and communicate customer service standards.
  • Review and assess customer service contracts.
  • Oversee the achievement and maintenance of agreed customer service levels and standards.
  • Direct the daily operations of the customer service team.
  • Plan, prioritize and delegate work tasks to ensure proper functioning of the department.
  • Ensure the necessary resources and tools are available for quality customer service delivery.
  • Review customer complaints.
  • Track customer complaint resolution.
  • Handle complex and escalated customer service issues.
  • Monitor accuracy of reporting and data base information.
  • Analyse relevant data to determine customer service outputs.
  • Identify and implement strategies to improve quality of service, productivity and profitability.
  • Liaise with company management to support and implement growth strategies.
  • Co-ordinate and manage customer service projects and initiatives.
  • Ensure budget requirements are met.
  • Evaluate and performance manage staff.
  • Identify and address staff training and coaching needs.


  • Relevant bachelor's degree
  • Customer service experience
  • Supervisory experience
  • In-depth knowledge of customer service principles and practices
  • Proficiency in CRM systems
  • Proficiency in MS Office applications
  • Product knowledge
  • Minimum of five years’ experience is required.
  • Fluency in Arabic, English & Kurdish