Customer Care Manager

Overview

Zinco is a leading company in the lighting and sanitary ware industry in Saudi Arabia, with over 30 years of experience. The company has played a key role in supporting the local economy and offers a wide range of products that meet international quality standards, as well as promising locally manufactured products. Zinco operates in all major cities through its showrooms and commercial partners. The company is committed to attracting and developing national talents in alignment with Saudi Vision 2030. Job Objective: To develop and execute comprehensive marketing strategies that drive company growth and increase sales across retail and e-commerce channels. This includes brand management, enhancing customer experience, and leading both traditional and digital marketing efforts.

Responsibilities

• Develop and implement customer service policies aligned with company goals.
• Supervise daily operations of the customer care team and provide necessary support.
• Handle complex and escalated customer issues with professionalism and urgency.
• Monitor KPIs and service metrics to track performance and drive quality improvement.
• Coordinate with internal departments (sales, logistics, technical) for smooth after-sales support.
• Manage CRM systems and ensure data accuracy and integrity.
• Deliver training, coaching, and development for the customer service team.
• Analyze customer feedback and recommend improvements to enhance satisfaction.
• Prepare and present service performance reports to senior management.
• Ensure compliance with internal policies, quality standards, and regulatory requirements.

Qualifications

• Bachelor's degree in Business Administration, Marketing, or related field.
• 5-7 years of customer service experience, including at least 4 years in a managerial role.
• Experience in lighting, sanitaryware, or retail sectors is preferred.
• Strong leadership and communication skills.
• Customer-centric mindset and strong problem-solving skills.
• Proficiency in CRM systems and Microsoft Office.