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

GoStudent

<div>The Role at a Snapshot

Are you ready to be the driving force behind exceptional customer experiences? Join our dynamic team in Turkey and play a pivotal role in shaping the future of education! As a Global Customer Care Manager at GoStudent, you'll lead the charge in ensuring every student receives the support they need to excel. Work alongside a passionate team dedicated to revolutionizing learning and making a tangible impact on students' lives. Are you ready to empower success and be part of something extraordinary?

Location 
Istanbul (hybrid)

Your Role in Our Mission:
<ul>
<li>Customer Support: Offer top-tier assistance via live chat, emails, and invoice management. You'll communicate primarily in English, but also use our translation tools to help clients in markets like DACH, Spain, Italy, France, Poland, and the Netherlands.</li>
<li>Team Collaboration: Work closely with our Global Customer Care Managers to deliver customer-friendly solutions tailored to the needs of each market.</li>
<li>Problem-Solving: Tackle high-priority tasks, including managing teacher searches, session bookings, and other key organizational requests across all our supported regions.</li>
<li>Liaison: Act as the bridge between our Customer Care team and our network of tutors to ensure smooth coordination and top-notch service.</li>
</ul>
What will you bring:
<ul>
<li>Customer Service Experience: 2-5 years in the Customer Care field or inbound call center customer service department. Experience in translation or education is a plus.</li>
<li>Fluency in English (C1/C2) &ndash; You can communicate naturally and effectively with English-speaking customers. Additional languages (Italian, German, French, Spanish, Polish, Dutch or Greek at B2 level or higher) are a major plus.</li>
<li>Tech Savvy &ndash; Comfortable using CRM systems and translation tools. You adapt quickly to new technologies and software.</li>
<li>Strong Communication &amp; Customer Focus &ndash; You understand customer needs quickly, communicate clearly, and approach every situation with empathy and professionalism.</li>
<li>Organization &amp; Initiative &ndash; You work in a structured way, take ownership of tasks, contribute proactively, and remain calm even under pressure.</li></ul> 


Our way to develop your full potential:

<ul><li>Flexible &amp; focused working: Benefit from our hybrid working model with 2-3 flexible days per week and a Meeting Free Friday for undisturbed productivity.</li>
<li>We grow together: Continue your career with clear development paths and our Spark! Growth &amp; Development program. Get access to 1000s of courses on LinkedIn Learning, our Spark! Mentorship program and monthly learning sessions. Take advantage of 30 free learning sessions to experience GoStudent for yourself</li>
<li>Work Smart, Play Hard: Our regular team and office events ensure a good atmosphere. We believe in team spirit, celebrating together and having lots of fun.</li>
<li>Strength through community: Get involved in one of our GoStudent Employee Resource Groups (ERGs) and stand up for issues that are close to your heart.</li></ul> 


Openness Statement

We value your unique skills and passion. We don't hire based on age, gender, nationality or political opinion - we value your talent and motivation. Even if you're a unicorn - just like GoStudent: do you believe in having a positive impact? Then apply, even if you don't meet all the requirements. Diversity makes us more creative, more innovative and stronger.Want to find out more? Then visit our career page &quot;who we are&quot;! 


If you are ready to rethink education with us, develop yourself in an ambitious team and have a real impact - then apply now! 
Please upload your CV in PDF format, preferably in English as DOC format may not be supported. 
Disclose Privacy &amp; Compliance Information</div>

Global Customer Care Manager (Istanbul) - English speaking

Aurora Vision Group

<div>
 
 
 POSITION SUMMARY
 
 
 
 Reports directly to the CEO and works closely with secondary key stakeholders, including the CFO/COO, E-commerce Manager, Retail Manager, Finance, and Logistics teams. The Customer Service &amp; Operations Manager is primarily responsible for managing and elevating the entire customer care function across our D2C channels (ecommerce and retail). This role is at the heart of our customer-first promise: ensuring every issue is resolved seamlessly and every touchpoint reflects our brand values.
 
 
 
 
 
 The role requires a strong operator who can lead and align cross-functional teams (retail, e-commerce, digital product, logistics, finance) to resolve problems at their root cause, while continuously improving processes to anticipate customer needs. This is both a strategic and hands-on role&mdash;balancing daily resolution of escalations with building a framework for long-term customer satisfaction, loyalty, and operational efficiency.
 
 
 
 
 
 This Job Description intends to highlight the most critical areas of responsibility only and does not cover all aspects of the Position.
 
 
 
 
 
 
 KEY RESPONSIBILITIES
 
 
 <ul>
 <li>
 Leads and manages the Customer Care/Service team, setting standards for service quality, speed, and resolution.
 </li>
 <li>
 Owns all customer issue escalations across ecommerce and retail, ensuring timely resolution and communication.
 </li>
 <li>
 Proactively drives cross-functional collaboration with Retail, E-commerce, Digital Product, Logistics, and Finance to eliminate friction and improve end-to-end customer experience.
 </li>
 <li>
 Develops, monitors, and reports on customer care KPIs (e.g., resolution time, NPS, repeat issues, CSAT).
 </li>
 <li>
 Implements systems, workflows, and tools that scale with PANGAIA&rsquo;s growth, ensuring operational excellence.
 </li>
 <li>
 Analyzes recurring customer pain points and partners with product, digital, and logistics teams to address structural issues.
 </li>
 <li>
 Establishes best practices for managing returns, refunds, exchanges, and special cases.
 </li>
 <li>
 Acts as the voice of the customer in decision-making forums, ensuring our brand values and promise are upheld.
 </li>
 <li>
 Drives training, knowledge-sharing, and empowerment across frontline teams (retail associates, ecommerce support).
 </li>
 </ul>
 
 
 
 
 
 SUCCESS METRICS/KPIs
 
 
 <ul>
 <li>
 Customer Satisfaction (CSAT)
 </li>
 <li>
 Net Promoter Score (NPS)
 </li>
 <li>
 Resolution Time
 </li>
 <li>
 First Contact Resolution
 </li>
 <li>
 Repeat Issues:
 </li>
 <li>
 Escalation Rate
 </li>
 <li>
 Returns &amp; Refund SLA
 </li>
 </ul>
 
 
 
 
 
 POSITION REQUIREMENTS
 
 
 
 
 EDUCATION &amp; EXPERIENCE
 
 
 <ul>
 <li>
 5+ years of experience in
 
 customer care, operations, or service excellence
 
 , ideally in premium fashion, retail, or ecommerce.
 </li>
 <li>
 Strong background in
 
 operational problem-solving and process improvement
 
 .
 </li>
 <li>
 Proven ability to
 
 influence and align cross-functional teams
 
 without direct authority.
 </li>
 <li>
 Excellent communication, stakeholder management, and escalation handling skills.
 </li>
 <li>
 Data-driven mindset, with experience using CRM/ticketing tools, analytics, and reporting systems.
 </li>
 <li>
 A balance of
 
 strategic leadership and hands-on execution
 
 , able to switch between detail and big picture.
 </li>
 <li>
 Passion for innovation, design, and building a customer-first culture.
 </li>
 </ul>
 
 
</div>

Customer Service Operations Manager

Nova IVF Fertility a Unit of Rhea Healthcare Pvt Ltd

Job Overview: We are seeking a compassionate and proactive Customer Care Manager to lead our patient support team at our IVF Center. The ideal candidate will ensure exceptional patient experiences, manage queries efficiently, and act as a bridge between patients and medical staff. This role requires empathy, excellent communication skills, and strong organizational abilities.Key Responsibilities:<ul><li>Oversee the day-to-day operations of the patient care team.</li><li>Serve as the primary point of contact for patients, addressing inquiries, concerns, and feedback promptly and professionally.</li><li>Ensure patients have a seamless experience throughout their IVF journey, from initial consultation to post-treatment follow-up.</li><li>Develop and implement customer service policies and protocols to maintain high patient satisfaction.</li><li>Coordinate with doctors, nurses, and administrative staff to resolve patient issues efficiently.</li><li>Maintain accurate patient records and ensure compliance with confidentiality and data protection standards.</li><li>Monitor patient feedback and suggest improvements to enhance overall patient experience.</li><li>Train, mentor, and supervise the customer care team, ensuring high performance and empathy-driven service.</li></ul>Qualifications &amp; Skills:<ul><li>Bachelor&rsquo;s degree in Healthcare Management, Nursing, Life Sciences, or a related field.</li><li>Proven experience in patient care management, healthcare customer service, or a similar role.</li><li>Strong interpersonal and communication skills, with the ability to handle sensitive situations tactfully.</li><li>Knowledge of IVF treatments and reproductive healthcare is preferred.</li><li>Leadership skills and experience managing a team.</li><li>Problem-solving abilities and attention to detail.</li><li>Empathetic and patient-focused mindset.</li></ul>Key Competencies:<ul><li>Excellent organizational and multitasking skills</li><li>Conflict resolution and complaint management</li><li>Ability to work collaboratively with medical and administrative teams</li><li>Proficiency in using hospital management software and MS Office</li></ul>Working Conditions:<ul><li>Full-time position</li><li>May require flexible hours based on patient appointments and emergencies</li></ul>Why Join Us:<ul><li>Be part of a compassionate team dedicated to helping patients on their fertility journey.</li><li>Opportunity to lead and shape the patient care experience at a leading IVF center.</li></ul>Job Types: Full-time, PermanentPay: &#8377;30,000.00 - &#8377;35,000.00 per monthBenefits:<ul><li>Cell phone reimbursement</li><li>Health insurance</li><li>Paid sick time</li><li>Paid time off</li><li>Provident Fund</li></ul>Work Location: In person

Resident Medical Officer (RMO)

United Real Estate Company (URC)

<div>
 
 Job Description
 
 
 
 Responsible for delivering exceptional customer service to owners and tenants within the URC projects. This role involves proactive issue resolution, effective communication, and support for various property management services to enhance clients&rsquo; satisfaction and uphold quality standards.
 
 
 Skill Requirements
 
 
 
 <ul>
 <li>
 Bachelor's degree in a relevant field or equivalent experience.
 </li>
 <li>
 3-5 years of experiance in customer care
 </li>
 <li>
 Strong English and Arabic language skills (written and spoken)
 
 
 </li>
 </ul>
 
 Responsibilities
 
 
 
 
 <ul>
 <li>
 Receives complaints and orders from property occupants via various communication channels, telephone, email via Call Centre CRM , Property Management (PM) system and Facility management system (FMS). Review the objections/orders raised and forward and follow up them to the concerned management.
 </li>
 <li>
 Ensures that both an appropriate and adequate investigations takes place which includes the recording of all communications between the various parties and all information taken into consideration.
 </li>
 <li>
 Responds to customer inquiries and suggestions by e-mail or through courtesy calls in a timely manner. Ensure customer satisfaction through personal recognition and prompt cordial attention during all customer interactions.
 </li>
 <li>
 Follows through on the resolution of all complaints with the concerned department.
 </li>
 <li>
 Provides a weekly report to the line manager with a summary of handled complaints and requests, and their latest status, details of significant ones, communications made with tenants, residents.
 </li>
 <li>
 Obtains customer satisfaction feedback on the various services provided by property management like Maintenance, Security, Housekeeping, hospitality services etc. from tenants and owners using diverse feedback tools
 </li>
 <li>
 Fully manages customer care support for sub-leasing tenants, addressing their specific needs and inquiries.
 </li>
 <li>
 Assists the handover team in transitioning units and leasing sub-rented units, ensuring a smooth process for tenants and owners.
 </li>
 <li>
 Communicates and engages with tenants through personal visits, phone calls, emails, and written communications, adhering to URC&rsquo;s communication standards and protocols
 </li>
 <li>
 Responsible for Coordinating with internal departments (FM, Leasing, Marketing, and Operations) to ensure alignment and prompt action on customer-related matters.
 </li>
 <li>
 Keeps abreast of updates and changes to URC's products and services to provide accurate information and support to tenants.
 </li>
 <li>
 Maintains confidentiality of all sensitive matters in the performance of job duties.
 </li>
 <li>
 Aids the line manager in ensuring that all standards within the customer charter are met.
 </li>
 <li>
 Keeps all relevant parties informed of assigned work programs as much as possible.
 </li>
 <li>
 Supports and advises tenants using URC organization's products or services.
 </li>
 <li>
 Perform other Duties as requested by line manger
 
 
 </li>
 </ul>
 
 Job Summary
 
 
 
 
 <ul>
 <li>
 Job Title Customer Care Officer
 </li>
 <li>
 Location Kuwait
 </li>
 <li>
 Function Property Management &amp; Leasing
 </li>
 <li>
 Qualification Bachelors
 </li>
 <li>
 Date Posted 18-11-2025
 
 
 </li>
 </ul>
 Apply Now
</div>

Customer Care Officer

Learning Without Tears

<div>About Learning Without Tears (LWT)
At Learning Without Tears, we're more than just a company; we're a passionate, family-owned community on a mission to revolutionize education. We believe that learning should be engaging and joyful, which is why we create innovative, fun products and digital resources that empower educators and inspire children.
Every day, our commitment to collaboration and creativity propels us forward. We're dedicated to embracing change, striving for excellence, and simplifying processes to create a lasting impact in the lives of educators and learners alike. 
Join our dynamic team and be a part of something truly transformative as we shape the future of education together! 
The Customer Service and Solutions Manager is responsible for leading and further developing LWT's customer service and solutions team. This role focuses on ensuring that every customer interaction &ndash; whether by phone, email, or chat, reflects LWT's commitment to responsiveness, accuracy, and genuine care. 
The Customer Service and Solutions Manager will continue to evolve the team's structure, resources, and processes to strengthen overall service quality. This includes developing clear service standards, SOPs, and KPIs that prioritize timely and comprehensive support while maintaining efficiency and consistency across all communication channels. 
A key focus of this role is building and mentoring a knowledgeable, confident, and collaborative team &ndash; one that is equipped to address customer needs thoroughly and efficiently while fostering long-term satisfaction and trust from our customer base. 
The Customer Service and Solutions group's objective is to provide a seamless, high-quality experience that supports customers throughout their relationship with LWT and reinforces the company's reputation for dependable and thoughtful service.
What You'll Be Doing:<ul><li>
Build and maintain a strong sustainable team by attracting, developing, rewarding, and retaining talent.</li><li>
Cultivate a cohesive partnership between in-house and outsourced customer care teams to optimize performance, consistency, and customer satisfaction.</li><li>
Foster a culture of continuous learning, collaboration, and accountability.</li><li>
Refine and optimize workflows and processes to ensure a seamless, high-quality customer experience.</li><li>
Oversee customer interactions across phone, email, and chat to ensure consistency in timely, accurate, and effective responses.</li><li>
Set and uphold service standards (SOPs and KPIs) that emphasize quality, efficiency, and customer satisfaction.</li><li>
Analyze customer feedback through various channels and trends to identify opportunities to improve the overall customer experience.</li><li>
Partner with other departments &ndash; such as Sales, Account Management, Product, and other groups within Operations &ndash; to understand the full customer journey and align support efforts with company goals.</li><li>
Leverage quality systems and technology to drive efficiency, accuracy, and continuous improvement.</li><li>
Support change management initiatives as the department and organization evolves to meet growing business needs.</li><li>
Demonstrate curiosity and initiative in identifying opportunities to enhance service delivery and drive positive change.</li><li>
Perform additional responsibilities and duties as assigned to support the overall success and efficiency of the Customer Service &amp; Solutions function.</li></ul> 
Your Experience &amp; Qualifications:<ul><li>
B.A. or B.S.in Business, Communications, or related fields or equivalent work experience.</li><li>
5+ years of relevant experience in Customer Care, Contact Center Management, or Customer Experience roles.</li><li>
Proven experience managing or supervising customer service teams and supporting their growth and performance.</li><li>
Experience scaling customer care operations and implementing process improvements to enhance service quality and efficiency.</li><li>
Start-up or fast-paced environment experience preferred, with the ability to build and refine support processes from the ground up.</li><li>
Experience supporting both physical and digital products preferred.</li><li>
Strong ability to manage multiple priorities, adapt quickly to changing customer needs, and respond effectively under pressure.</li><li>
Highly collaborative and organized, with strong communication and presentation skills.</li><li>
Excellent project management abilities with attention to detail, timelines, and service quality.</li><li>
Demonstrated problem-solving and analytical skills, with a focus on identifying customer pain points and implementing actionable solutions.</li><li>
Proven ability to lead, coach, and develop employees to enhance skills, engagement, and overall performance.</li><li>
Ability to track and interpret key customer service KPIs (such as response time, resolution rate, and customer satisfaction) to inform strategy and improve outcomes.</li><li>
Demonstrated capability to translate customer feedback and requirements into service improvements and measurable outcomes.</li><li>
Proficiency with CRM systems, customer support platforms, and standard productivity tools (e.g., Microsoft Office, Google Workspace).</li></ul> 
Why Work with Us?<ul><li>Mission-Driven Impact: Join a team passionate about making a difference and driving positive change.</li><li>Growth and Development: We invest in your success with ongoing learning and career opportunities.</li><li>Work-Life Balance: Enjoy flexible work options, generous PTO, and wellness support.</li><li>Inclusive Culture: We foster a diverse, collaborative, and supportive workplace.</li><li>Competitive Benefits: Receive competitive pay, comprehensive benefits, and employee recognition.</li></ul> 
Apply now at https://www.lwtears.com/join-our-team
Learning Without Tears is an Equal Opportunity and Affirmative Action Employer.</div>

Customer Service and Solutions Manager

Bhavana Healthcare

Job SummaryWe are looking for a Customer Care Executive who can handle customer calls and messages professionally, solve queries, and ensure a smooth customer experience.Key Responsibilities<ul><li>Handle inbound and outbound customer calls.</li><li>Respond to customer queries through phone, WhatsApp, email, and other channels.</li><li>Provide accurate information about products, services, and orders.</li><li>Record customer issues and follow up until resolution.</li><li>Coordinate with internal teams (sales, logistics, service) for quick solutions.</li><li>Maintain daily call logs and reports.</li><li>Ensure customer satisfaction and maintain service quality.</li></ul>Requirements<ul><li>1&ndash;3 years of experience in customer care or call centre.</li><li>Good communication skills in English and Malayalam (additional languages are a plus).</li><li>Basic computer knowledge (MS Office, CRM tools).</li><li>Ability to handle pressure and solve problems quickly.</li><li>Polite, patient, and customer-friendly attitude.</li></ul>Job Type: PermanentPay: &#8377;15,000.00 - &#8377;20,000.00 per monthWork Location: In person

Customer Care Executive

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