Our client is a leading financial company operating in Sudan & North Africa, Theare looking for an experienced "Customer Care Manager" to provide excellent customer care and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectationsDuties/Responsibilities:● Improve customer care experience, create engaged customers and facilitate organic growth● Take ownership of customers issues and follow problems through to resolution● Set a clear mission and deploy strategies focused towards that mission● Develop service procedures, policies and standards● Keep accurate records and document customer service actions and discussions● Analyse statistics and compile accurate reports● Recruit, mentor and develop customer care agents and nurture an environment where they can excel through encouragement and empowerment● Keep ahead of industry’s developments and apply best practices to areas of improvement● Control resources and utilize assets to achieve qualitative and quantitative targets● Adhere to and manage the approved budget● Maintain an orderly workflow according to prioriRequirementsJob Requirements:● Experience in providing customer care support● Excellent knowledge of management methods and techniques● Fluency in English and Arabic● Strong knowledge of customer service software, databases and tools● Awareness of industry’s latest technology trends● Ability to think strategically and to lead● Strong client-facing and communication skills● Advanced troubleshooting and multi-tasking skills● Customer Care orientation● BS degree in Business Administration or related field
