Customer Care Team Leader

Job Purpose:

As a Team Leader of Customer Care at Enjaz, your primary objective is to ensure the best possible customer satisfaction. achieve this by effectively managing and resolving customer complaints within agreed-upon service level agreements (SLAs). also actively collect and analyse customer feedback throughout the customer journey and product offering cycle, using it to drive improvements in Enjaz's products, services, and overall customer experience.

Key Accountabilities

• Supervise SAMA SLA achievements on Customer Complaints and feedback.
• Contributes to the development of the department strategy and prepare implementation plans.
• Prepares and recommends the departmental budget and monitors the financial performance of the department against budgets.
• Supervise achievement of agreed service level for all Customer Satisfaction as per KPIs
• Manage surveys and visits on Enjaz Branches to check readiness prior to product launch.
• Manage visits to ensure all Enjaz service standards are applied.
• Work with 3rd Party to measure customer satisfaction and provide research study to all business.
• Manage customers feedback reports, coordinate with all business, and follow up to ensure action plans are implemented to rise customer satisfaction level.
• Monitor public mode in al channels regarding Banks products and services and work with all related parties to maintain high level of satisfaction.
• Manage the progress of all projects, tasks, and assignments related to Customer Care unit.

6. Qualifications, Experience, & Skills:

Qualifications

Bachelor’s degree in relevant major.

Experience

Team Leader 4-6 years in human resources or relevant fields.

Skills

• Communication possesses excellent verbal and written communication
• Time Management
• Problem Solving
• Decision Making
• Arabic and English Language
• Leadership Skills
• Collaboration