Customer Care Team Leader

Customer Care Team Leader

As a Customer Care Team Leader at Enjaz, your primary responsibility is to ensure exceptional customer satisfaction by effectively managing and resolving customer complaints within established service level agreements (SLAs). You will actively collect and analyze customer feedback throughout the customer journey and product offering cycle, driving improvements in Enjaz's products, services, and overall customer experience.

• Supervise and ensure achievement of agreed SLAs for customer complaints and feedback.
• Contribute to the development of the department's strategy and prepare implementation plans.
• Prepare and recommend the departmental budget, and monitor financial performance against budgets.
• Supervise and ensure achievement of agreed service levels for customer satisfaction as per KPIs.
• Manage surveys and visits to Enjaz branches to ensure readiness prior to product launch.
• Manage visits to ensure all Enjaz service standards are applied.
• Work with third-party providers to measure customer satisfaction and provide research studies to all business units.
• Manage customer feedback reports, coordinate with all business units, and ensure action plans are implemented to raise customer satisfaction levels.
• Monitor public media channels regarding bank products and services, and work with related parties to maintain high satisfaction levels.
• Manage the progress of all projects, tasks, and assignments related to the Customer Care unit.

Qualifications, Experience, & Skills:

• Bachelor’s degree in a relevant major.
• 4-6 years of experience in a team leadership role, preferably in human resources or a related field.
• Excellent verbal and written communication skills in Arabic and English.
• Strong time management, problem-solving, and decision-making skills.
• Proven leadership and collaboration skills.