customer care manager

Ethra Human Resources

We are seeking a highly motivated Customer Care & Complaints Manager to lead our support operations and ensure exceptional customer experience. The ideal candidate will manage a team handling customer inquiries and complaints, with a focus on quality, responsiveness, and compliance with SAMA regulations. This role requires prior experience in fintech or banking, strong communication skills, and hands on familiarity with CRM tools like Zendesk or ZohoDesk. The candidate will be responsible for setting service standards, improving internal processes, and reporting key KPIs. Responsibilities <ul> <li>Build and optimize customer service policies and procedures</li> <li>Handle escalated complaints and ensure timely resolutions</li> <li>Ensure compliance with SAMA complaint handling regulations</li> <li>Track KPIs like CSAT, resolution time, and SLA compliance</li> <li>Collaborate with technical, product, and legal teams on service improvement</li> <li>Maintain customer feedback loops and suggest enhancements</li> <li>Prepare regular reports and present findings to senior management</li> </ul> Requirements <ul> <li>Experience: 3-5 years in customer service management</li> <li>Preferred Industry: Fintech / Banking / Lending / Regulated Services</li> <li>Language: Arabic (Fluent), English (Good)</li> <li>Tools: CRM, Helpdesk Platforms (Zendesk, ZohoDesk, etc.)</li> <li>Education: Bachelor's Degree (Business, IT, or related field)</li> </ul>

Customer Care Manager

Mom's Meals, a PurFoods Company

<div><div>The Customer Care Manager is responsible for the day-to-day operations of a contact center for Mom&rsquo;s Meals. This role will directly manage 6-9 supervisors, and will indirectly manage approximately 150 hourly employees.</div>
<h3 class="jobSectionHeader">Position Responsibilities may include, but not limited to</h3><ul><li>
Monitor Call Center productivity to ensure successful attainment of department goals and objectives</li><li>
Monitor individual and team dynamics and identifies both positive and negative performance trends</li><li>
Determine work procedures and lead process improvement initiatives within the Customer Care Department</li><li>
Study and standardize procedures to improve efficiency</li><li>
Manage the budgetary requirements of the department, ensuring staffing is accurate and meets the demands of the department</li><li>
Participate in the hiring, coaching, and termination of employees, with assistance from Human Resources</li><li>
Effectively facilitate team meetings and is responsible for communication strategy to the Contact Center</li><li>
Assist with external clients to handle higher level concerns</li><li>
Responsible for 125-175 hourly employees and 6-9 supervisors</li></ul><h3 class="jobSectionHeader">
Required Skills and Experience</h3><ul><li>
Bachelor&rsquo;s Degree or equivalent education and experience</li><li>
5+ years of call center leadership experience</li><li>
Proficient in Microsoft Office Suite, with focus on Word, Excel and Outlook</li><li>
Excellent verbal, telephone, and written communication skills</li><li>
Ability to multi-task and handle numerous assignments simultaneously</li><li>
Strong leadership skills and the ability to take initiative</li><li>
Ability to work well in a team environment</li><li>
Effective training and meeting skills</li><li>
Professional, positive, and enthusiastic attitude</li><li>
Proven performance management, coaching, and counseling skills</li><li>
Strong attention to detail and analytical skills</li></ul><h3 class="jobSectionHeader">
Physical requirements</h3><ul><li>
Repetitive motions that include the wrists, hands and/or fingers</li><li>
Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods</li><li>
Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus</li></ul><div>
Company Overview</div><div></div><div> 
Mom&rsquo;s Meals is a home-delivered meal service providing fully prepared, refrigerated meal solutions direct to homes nationwide for over 25 years. We provide seniors, patients recovering post-discharge and those managing a chronic condition with tailored nutrition solutions to manage their specific needs. If you are passionate about the well-being of others and have a strong sense of community, Mom&rsquo;s Meals could be the place for you! We are a family operated business looking for fun, compassionate, and friendly people who want to make a difference in the lives of others.</div><div></div><div> 
EEO</div><div></div><div> 
Mom&rsquo;s Meals complies with all applicable federal and state non-discrimination laws. All qualified applicants shall receive consideration for employment without regards to race, religion, national origin, ancestry, color, gender, age, disability, sexual orientation or military status.</div>

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.</div>

Axios International

<div>Position: Customer Care Coordinator 


Position Purpose 


The Customer Care Coordinator plays a vital role in supporting and managing Patient Support Programs, ensuring that patients receive timely, compassionate, and professional assistance throughout their treatment journey. 


The coordinator serves as a trusted advocate and a caring voice, ensuring no patient lives their patient support program journey alone. From coordinating services to providing guidance and quality care, the coordinator brings clarity, transparency, guidance, direction, education, and awareness to the patient support program journey. Whether in the field or the office, every action is taken to make each patient&rsquo;s experience convenient and compliant. 


At its core, this role is about removing barriers to care and ultimately expanding access strategies around the globe, so patients have the chance to receive and maximize the medical benefits and support they deserve. 
Duties and Responsibilities 

<ul>
<li>Assist the line manager and assigned program team in effectively managing Patient Support Program(s) by liaising with key stakeholders.</li>
<li>Ensure timely enrolment of eligible patients in accordance with defined workflow and program timelines.</li>
<li>Educate and coordinate with patients to facilitate a seamless enrollment process aligned with program procedures.</li>
<li>Maintain accurate, complete patient files, prepared for timely submission in line with project standards.</li>
<li>Accompany team members on visits to healthcare providers, pharmacies, or patient support sites to support program implementation.</li>
<li>Ensure patients receive their medications efficiently and without delay.</li>
<li>Prepare and maintain regular reports on program performance, including patient numbers, services provided, and quality assurance metrics, in collaboration with the team.</li>
<li>Maintain and update electronic records related to patient data and quality assurance.</li>
<li>Participate in and complete all required training, including product training, pharmacovigilance, and any other client-provided or Axios-mandated trainings.</li>
<li>Report any adverse events or product complaints in line with client requirements and Axios Standard Operating Policies and Procedures (SOPPs).</li>
<li>Perform administrative duties related to program operations and general office support.</li>
<li>Utilize Axios&rsquo; Patient Management System (PMS) exclusively for all program activities.</li>
<li>Ensure a solid understanding and consistent application of international standards and relevant Axios policies and procedures.</li>
<li>Comply with all applicable laws, regulations, Axios Code of Conduct, and internal SOPPs.</li>
<li>Promote awareness of escalation protocols for any deviations or non-compliance issues.</li>
<li>Support governance and operational monitoring activities across all Axios programs.</li>
<li>Perform additional duties as assigned by your line manager</li></ul> 


 Relationships 

<ul>
<li>Work closely with the Line Manager and the assigned program team.</li>
<li>Work with the related divisions of Axios.</li>
<li>Maintain ongoing and frequent communication with Axios staff.</li>
<li>External Partners.</li></ul> 


Competencies 

<ul>
<li>Application of job knowledge.</li>
<li>Concern for order and quality.</li>
<li>Adaptability and flexibility.</li></ul> 


Educational Background and Experience 

<ul>
<li>A Degree or Diploma in any medical background or social work is ideal</li>
<li>0-1 year of working experience in a healthcare or scientific field or NGO is ideal</li>
<li>Experience in data monitoring and management is an advantage, though not required.</li>
<li>Experience coordinating and handling logistics/supply chain is an advantage, though not required.</li>
<li>Experience in customer service management</li></ul> 


Job Circumstances 
<ul>
<li> 
The position is based in our regional office, and it does entail frequent travel to Clients and partners, which may be outside your designated region.</li>
<li>Flexibility in ability to travel as well as working hours is essential.</li></ul></div>

Customer Care Coordinator (Egypt)

Shoppers Stop

<div>
 
 
 JOB DESCRIPTION
 
 
 
 
 Role: Department Manager
 
 
 
 
 Reporting To: Unit Head
 
 
 
 
 People Reporting To DM: Customer Care Associates
 
 
 
 
 Qualification: Graduate/MBA/PGDBM
 
 
 
 
 Experience: Min.1 year Managerial experience
 
 
 
 
 Salary: Upto 550000 p.a
 
 
 
 
 
 
 
 Key Deliverables
 
 
 
 
 
 
 
 Achievement of Budgeted Plan
 
 
 <ul>
 <li>
 Works out action plans/tactics to match requirement
 </li>
 </ul>
 
 
 
 
 
 Competition mapping
 
 
 <ul>
 <li>
 Identifies parameters to track competition
 </li>
 <li>
 Builds resources and databases of information on an ongoing basis by networking
 </li>
 <li>
 Creates an index and updates it
 </li>
 </ul>
 
 
 
 
 
 Inventory Management
 
 
 <ul>
 <li>
 Does process mapping for movement of stocks from receiving bay to floor
 </li>
 <li>
 Initiates stock-takes as per the agreed and laid down procedure
 </li>
 <li>
 Ensures effective displays with the objective of achieving greater number of stock turns
 </li>
 <li>
 Plans for perpetual inventory
 </li>
 </ul>
 
 
 
 
 
 Customer care/customer service
 
 
 <ul>
 <li>
 Ensures customers are guided to enable them to avail of value added services like gift-wrapping, alterations, exchanges &amp; other conveniences
 </li>
 <li>
 Sets up processes/initiates plans to build for moments of magic, avoid customer complaints &amp; grievances
 </li>
 </ul>
 
 
 
 
 
 Customer feedback
 
 
 <ul>
 <li>
 Sets up mechanism for recording of verbal complaints / suggestions
 </li>
 <li>
 Ensures collation of data on customer complaints / suggestions and circulates it to relevant people
 </li>
 <li>
 Ensures in service recovery within agreed time-line (72 hours)
 </li>
 <li>
 Ensures customers queries are addressed and complaints / grievances are resolved (I.e. moments of misery are converted into moments of magic)
 </li>
 </ul>
 
 
 
 
 
 Manpower availability
 
 
 <ul>
 <li>
 Anticipates shifts in customer entry pattern and directs supervisors to schedule CCA availability accordingly
 </li>
 </ul>
 
 
 
 
 
 Floor presentation
 
 
 <ul>
 <li>
 Understands the Visual Merchandising plan and customer buying process and translates the VM plan to match local needs and as per stock availability
 </li>
 <li>
 Communicates the above to supervisors
 </li>
 </ul>
 
 
 
 
 
 Arrangement of stock in space allocated as per plan
 
 
 <ul>
 <li>
 Creates display plan of merchandise for his sections on the basis of underlying principles
 </li>
 <li>
 Communicates the display plan and the underlying principles to the supervisors for the purpose of execution
 </li>
 </ul>
 
 
 
 
 
 Analysis and reporting
 
 
 <ul>
 <li>
 Analyzes available data, identifies causes and suggests solutions
 </li>
 <li>
 Identifies all reports that need to be generated with frequency, schedules and identifies sources of information
 </li>
 <li>
 Ensures compliance
 </li>
 </ul>
 
 
 
 
 
 Shrinkage control
 
 
 <ul>
 <li>
 Identifies most pilfered products and common methods of pilferage
 </li>
 </ul>
 
 
</div>

Department Manager

Aadi Polymers Private Limited

Company Overview:Sleeply is a growing D2C sleep solutions brand focused on delivering high-quality mattresses and sleep accessories through a technology-led, customer-first approach. With a strong emphasis on comfort, innovation, and reliability, Sleeply operates through its e-commerce platform and integrates advanced systems for payments, logistics, CRM, and customer experience. The company aims to build a scalable, process-driven D2C ecosystem that delivers superior sleep experiences across India.Role Summary:The CRM / Customer Care Executive will be the primary point of contact for Sleeply&rsquo;s customers. The role focuses on handling calls, resolving customer queries, maintaining CRM records, and ensuring a smooth post-purchase experience.Key Responsibilities:<ul><li>Handle inbound and outbound customer calls.</li></ul><ul><li>Resolve queries related to orders, delivery, payments, returns, and refunds.</li></ul><ul><li>Create, update, and close tickets in ZOHO CRM / ZOHO Desk.</li></ul><ul><li>Coordinate with logistics and warehouse teams for issue resolution.</li></ul><ul><li>Follow up on escalations and pending customer issues.</li></ul><ul><li>Capture customer feedback and report recurring issues.</li></ul>KPIs:<ul><li>First response time</li></ul><ul><li>Resolution turnaround time</li></ul><ul><li>Call handling quality</li></ul><ul><li>CSAT score</li></ul><ul><li>Escalation rate</li></ul>Reporting To:E-Commerce Manager / Operations ManagerJob Types: Full-time, PermanentPay: ₹15,000.00 - ₹20,000.00 per monthWork Location: In person

CRM / Customer Care Executive (D2C)

Sunberry Fresh 

Job Title: Client Relationship ManagerLocation: Dubai, UAECompany: Sunberry GroupSunberry Group is seeking an experienced Client Relationship Manager to lead drive client retention across our HORECA customer base. This role plays a key part in strengthening long-term client relationships, ensuring service excellence, and supporting sustainable business growth.Key Responsibilities:<ul><li>Manage key customer accounts and drive volume growth through upselling and cross-selling</li><li>Utilize ERP/CRM systems to track customer performance and engagement</li><li>Own and execute client retention strategies across the HORECA portfolio</li><li>Build and maintain strong relationships with restaurant and hospitality clients</li><li>Conduct regular client visits to understand needs, resolve issues, and enhance satisfaction</li><li>Serve as the escalation point for key client and service-related concerns</li><li>Collaborate with Sales and Operations to improve overall client experience</li><li>Analyze churn risks, client feedback, and service gaps, and implement corrective actions</li></ul>Requirements:<ul><li>Minimum 5 years of relevant experience in the UAE</li><li>Mandatory experience in Hospitality or Restaurant industry</li><li>Proven experience in client retention, account management, or customer success</li><li>Strong experience leading and managing customer care teams</li><li>UAE Driving License with own car (mandatory)</li><li>Excellent communication, leadership, and problem-solving skills</li><li>Ability to work in a fast-paced, high-volume environment</li></ul>What We Offer:<ul><li>Competitive salary based on experience</li><li>Opportunity to lead a key function in a growing HORECA-focused company</li><li>Professional, supportive, and performance-driven work environment</li></ul>Job Type: Full-timePay: AED4,000.00 - AED5,000.00 per monthApplication Question(s):<ul><li>How many years of experience do you have in a similar Client Relationship / Customer Retention role in the UAE? Please describe. </li><li>Do you hold a valid UAE driving license and have your own car?</li><li>What is your expected salary (AED), and notice period?</li></ul>Work Location: In person

Customer Relationship Manager

Talents Tide

<div>
 
 
 📌 Job Opportunity: Manager &ndash; Customer Complaint Management:
 
 
 
 We are hiring an experienced
 
 Manager &ndash; Customer Complaint Management
 
 to lead our customer care function and drive continuous service improvement. The ideal candidate will excel in resolving escalated complaints, enhancing customer satisfaction, and implementing strong process improvements across the organization.
 
 
 
 🔹 Key Responsibilities:
 
 
 <ul>
 <li>
 Lead the end-to-end resolution of customer complaints and ensure timely, effective solutions.
 </li>
 <li>
 Analyze complaint trends and identify root causes to enhance service quality.
 </li>
 <li>
 Implement corrective and preventative measures to reduce future escalations.
 </li>
 <li>
 Collaborate with cross-functional teams to improve processes and customer touchpoints.
 </li>
 <li>
 Prepare and present regular reports on complaint performance, insights, and improvements.
 </li>
 <li>
 Ensure compliance with customer service policies, regulatory requirements, and best practices.
 </li>
 <li>
 Drive initiatives that strengthen customer experience and overall service efficiency.
 </li>
 </ul>
 
 
 🔹 Qualifications &amp; Skills:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business, Customer Service, or related field (Master&rsquo;s preferred).
 </li>
 <li>
 4&ndash;6 years of experience in customer complaint management, customer service, or related functions.
 </li>
 <li>
 Strong analytical skills with the ability to interpret trends and develop improvement strategies.
 </li>
 <li>
 Excellent communication and stakeholder management abilities.
 </li>
 <li>
 Proficiency in CRM systems, complaint tracking tools, and Microsoft Office Suite.
 </li>
 <li>
 Skilled in problem-solving, de-escalation, and delivering high customer satisfaction.
 </li>
 <li>
 Knowledge of regulatory compliance and industry best practices.
 </li>
 <li>
 Ability to lead teams and work effectively under pressure.
 </li>
 </ul>
 
 
 🔹 Competencies:
 
 
 <ul>
 <li>
 Execution &amp; Delivery
 </li>
 <li>
 Accountability
 </li>
 <li>
 Teamwork &amp; Collaboration
 </li>
 <li>
 Effective Communication
 </li>
 <li>
 Innovation
 </li>
 <li>
 Customer Service Orientation
 </li>
 </ul>
 
 
</div>

Customer Relationship Management Specialist

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