Customer Care Director

Our client is a Regional Leading Group, seeking to hire a "Customer Care Director" for their FinTech line. The position will be based in Baghdad, Iraq.

As the Customer Care Director, the ideal candidate shall be responsible for developing and executing strategies to deliver exceptional customer service experiences, ensuring customer satisfaction and fostering long-term customer relationships.

Customer Care Director Duties and Key responsibilities:

• Lead a 24/7 team of customer service representatives, including hiring, scheduling, training, coaching, motivating, providing feedback, and handling customer escalations
• Drive continuous improvement projects through change management across the business; design Support workflows according to the Company's strategic goals aimed at customer excellence and world-class partner experience
• Build out new policies and procedures to support our on-site teams and customers
• Develop a strategy for collecting, analyzing, and improving upon key call center metrics (e.g. Average Handle Time, Customer Satisfaction, and Conversion)
• Recruit & develop staff and the unit to meet KPIs and go beyond the current circumstance to achieve success
• Participate in the products and service development, testing, and improvement of enterprise and VIP services in coordination with the concerned departments
• Work with key stakeholders to implement new service strategies across all customer touchpoints
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed
• Preparing reports and analyzing customer care data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
• Create initiatives to improve customer experience and care

Customer Care Director Skills and Qualifications:

• Excellent leadership skills with a minimum of 5 years in a supervisory position in customer care
• Excellent customer service and problem-solving skills
• Advanced troubleshooting and multi-tasking skills
• Excellent organizational skills
• Ability to perform under pressure
• Ability to pay close attention to detail
• Enjoy working cross-functionally to identify trends and implement long-term changes
• Creative and Innovative Thinking
• High Energy and Manage Stress