Urwah Admin

webook.com

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 Do you want to love what you do at work? Do you want to make a difference, an impact, transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?
 
 
 If yes, then this is the job you're looking for ,webook.com is Saudi's #1 event ticketing and experience booking platforms in terms of technology, features, agility, revenue serving some of the largest mega events in the Kingdom surpassing over 2 billion sales.
 
 
 
 Role Overview :
 
 
 
 webook.com is looking for a Customer Care Manager to lead customer care operations across webook.com, its clients, and global markets.
 
 
 This role will own the function end to end, including in-house team management, service quality, escalations, processes, reporting, systems, and outsourcing strategy. The ideal candidate is a hands-on leader who can build a scalable operation while maintaining a consistently high customer experience.
 
 
 
 Key Responsibilities:
 
 
 
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 Lead the day-to-day customer care operation across webook.com and client accounts
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 Manage, coach, and develop the in-house customer care team
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 Define team structures, shifts, workflows, escalation paths, and service standards
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 Develop and manage outsourcing and agency partnerships for global markets
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 Ensure coverage across different markets, languages, time zones, major events, and high-demand periods
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 Oversee customer inquiries, complaints, refunds, booking issues, payments, ticket access, and event-related concerns
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 Manage complex and sensitive escalations
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 Establish and monitor KPIs including response time, resolution time, customer satisfaction, backlog, quality, and productivity
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 Build quality assurance, training, and knowledge management processes
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 Work closely with Product, Technology, Operations, Finance, Marketing, and Commercial teams to resolve recurring customer issues
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 Identify opportunities to improve processes, systems, automation, and the overall customer journey
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 Provide regular performance reports and customer insights to leadership
 
 
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 Requirements
 
 
 
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 Bachelor Degree in Business or similar
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 Fluency in both Arabic and English is required
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 Proven experience managing customer care, customer service, contact centre, or customer experience operations
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 Experience managing both in-house teams and outsourced service providers
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 Strong understanding of service levels, workforce planning, quality assurance, and performance management
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 Comfortable operating in a fast-paced, high-volume environment
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 Strong analytical, communication, and problem-solving skills
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 Experience with customer care platforms, ticketing systems, automation, and reporting tools
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 Experience in ticketing, entertainment, sports, events, e-commerce, travel, or technology is an advantage
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Customer Care Manager

Join webook.com and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

webook.com

About Company

Customer Care Manager