Customer Care Team Leader📣 Job Ad

About the Role

Enjaz is seeking a Customer Care Team Leader to join their team in Riyadh, Saudi Arabia. This full-time position focuses on ensuring high levels of customer satisfaction through effective management of customer interactions and feedback.

Core Responsibilities

The primary objective of this role is to drive customer satisfaction by managing and resolving customer complaints within established service level agreements (SLAs). The Team Leader will be responsible for collecting and analyzing customer feedback throughout the customer journey and product lifecycle to identify areas for improvement in Enjaz's products, services, and overall customer experience.

Key Accountabilities

• Supervise the achievement of SAMA SLAs for customer complaints and feedback.
• Contribute to the development of departmental strategy and create implementation plans.
• Prepare and recommend the departmental budget, and monitor financial performance against budget.
• Oversee the achievement of agreed service levels for all customer satisfaction KPIs.
• Manage surveys and branch visits to assess readiness prior to product launches.
• Ensure all Enjaz service standards are applied through site visits.
• Collaborate with third parties to measure customer satisfaction and provide research studies to business units.
• Manage customer feedback reports, coordinate with business units, and follow up on action plan implementation to enhance customer satisfaction.
• Monitor public sentiment regarding products and services across all channels, working with relevant parties to maintain high satisfaction levels.
• Manage the progress of all projects, tasks, and assignments within the Customer Care unit.

Qualifications and Experience

Candidates should possess the following qualifications and experience:

• A Bachelor’s degree in a relevant field.
• 2-5 years of experience in customer care or a related field.

Required Skills

Successful candidates will demonstrate proficiency in:

• Excellent verbal and written communication.
• Time management.
• Problem-solving.
• Decision-making.
• Leadership.
• Collaboration.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia.