Customer Care Manager

--HRiNS--

Job Summary:
As a Customer Care Manager, you will be responsible for overseeing and managing all aspects of customer care services. This role requires a strong understanding of ISP operations, excellent leadership skills, and a customer-focused mindset.

Work Location:
Baghdad- Al mansour
Type of Work:
Full Time

Responsibilities

  • 1- Lead and manage a team of customer care representatives, providing guidance, training, and performance evaluations.
  • 2- Ensure high levels of customer satisfaction by establishing and implementing customer care strategies and procedures.
  • 3- Develop and achieve customer satisfaction to support the organizational vision.
  • 4- Develop an annual business plan to incorporate best call center and practices to meet market and company needs.
  • 5- Resolve escalated customer issues in a timely and efficient manner, ensuring prompt and effective resolution.
  • 6- Continuously assess customer care processes, identify areas for improvement, and implement corrective measures to enhance service quality.
  • 7- Develop and deliver training programs to enhance the skills and knowledge of the customer care team.
  • 8- Define and monitor key performance indicators (KPIs) to assess the team's performance, identify trends, and implement measures for improvement.
  • 9- Collaborate with cross-functional teams, such as network operations, sales, and marketing, to ensure seamless communication and coordination in delivering exceptional customer experiences.
  • 10- Ensure targeted service and performance standards are achieved or exceeded.
  • 11- Provide leadership and strategic direction to the call center Team incorporating a culture driven by innovative thinking to ensure alignment with the strategic vision of the organization.
  • 12- Ensure implementation of industry best practices in customer care across all levels.
  • 13- Constantly review customer satisfaction scores and make recommendations for reengineering processes to improve customer satisfaction.
  • 14- Monitor random calls to improve quality, minimize errors and track operative performance.
  • 15- Generate regular reports on customer care activities, including performance metrics, customer feedback, and trends, and provide actionable insights to the management team.

Qualifications & Requirements: 

  • - Bachelor's degree in telecommunications, or business administration or equivalent experience.
  • - 4-5 Years of Experience in telecommunication/or network operations industry.
  • - 3-4 Years of Experience in customer care management. 
  • - Excellent Command of English and Arabic- Written and Spoken
  • - Excellent Command Microsoft Office (MS Word, MS Excel, PowerPoint)
  • - In-depth knowledge of ISP technologies, protocols, network architecture, and equipment.
  • - Proficiency in networking concepts such as TCP/IP, DNS, DHCP, routing, switching, firewalls, and VPNs.
  • - Familiarity with various broadband technologies.
  • - Knowledge of common networking hardware and software.
  • - Familiarity with customer support systems.
  • - Awareness of applicable regulatory requirements and company's standards.
  • - Stay updated with emerging trends, technologies, and advancements in the ISP industry.
  • - Knowledge in Fiber Optics, Fixed and wireless telecommunications.
  • - Good presentation and training skills.
  • - Good planning and organizational skills to balance and prioritize work.