JOB OVERVIEW
As the Head of the Customer Care Division, you will be responsible for managing and overseeing the customer care operations. Your primary objective will be to ensure seamless support in the onboarding process for beneficiaries transitioning to private banks and to provide exceptional customer service thereafter. You will lead a team of customer care representatives, handle escalations, and collaborate with technical experts to address inquiries and issues effectively
Responsibilities:
- Create, lead and manage the Customer Care Division, aiming to account for 50 care agents
- Develop and implement customer care strategies and standard operating procedures to ensure a smooth onboarding process and ongoing support for beneficiaries
- Oversee the handling of beneficiary queries, concerns, and issues before, during, and after the onboarding process, ensuring prompt and accurate resolution
- Collaborate with technical experts to address complex or technical inquiries and escalate issues for further investigation or resolution
- Monitor customer care performance metrics, analyze data, and implement improvements to enhance efficiency, effectiveness, and beneficiary satisfaction
- Coordinate with other departments, such as project management and technical teams, to ensure effective communication and collaboration in addressing beneficiary needs and concerns
- Stay updated on project details, banking processes, and industry regulations to provide accurate information and guidance to both the customer care team and beneficiaries
- Mentor, coach, and develop the customer care team, fostering their professional growth and ensuring a high level of performance and service quality
Requirements:
- Education: Bachelor's degree (Master's degree preferred)
- Previous Experience in Year and Field: +3 years of experience in in a leadership role overseeing customer care or customer service operations
- Language Skills: Fluency in Kurdish and English – Fluency in Arabic is a plus
- Other Skills:
- In-depth knowledge of customer service principles, and customer relationship management systems
- Excellent communication and interpersonal skills, with the ability to effectively interact with beneficiaries, team members, and stakeholders at all levels
- Analytical mindset and data-driven approach to monitor and improve customer care performance
- Ability to handle and resolve complex beneficiary inquiries effectively
Rotation:
- 5 days per week and 8 hours per day (Starting from 9:00 am till 5:00 pm)
*Only applicants meeting the strict criteria outlined above will be contacted as part of the shortlisting process.