Customer Care Manager

الوصف الوظيفي
Main Functions: Ensure that the customer care standards are up to the expectation of policy holder and other stakeholders and in compliance with all applicable rules and regulations.
Duties & Responsibilities:
• Set a clear mission and deploy strategies focused towards that mission.
• Directs and oversees all aspects of an organization’s customer service policies, objectives, and initiatives.
• Establishes policies and procedures that produce high-quality customer service delivery and that reflect industry best practices.
• Build strong relationships with customers for new business development opportunities.
• Develops service level standards focused on response times and issue resolution.
• Develop a framework to implement the mission and strategies and maintain an orderly workflow according to priorities.
• Ensures that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues.
• Align customer service activities and initiatives to support and enhance the objectives of the organization.
• Manage hiring, training, retention and performance of the customer service team.
• Ensure compliance with regulatory requirements impacting customer care function.
• Oversee and maintain call center operations including its staff and statistics.
• Collaborate with sales and marketing team to maximize revenues and customer loyalty.
• Schedule meetings with the internal teams to discuss and resolve customer service failures/customer concerns on time.
• Investigating and solving customers’ problems, which may be complex or long-standing problems that have been passed on by customer service assistants.
• Analysing statistics or other data to determine the level of customer care the company is providing. • Involvement in staff recruitment and appraisals.

المهارات
• Bachelor’s degree or its equivalent
• 5+ years of managerial experience preferably in insurance• Must be a Saudi national

تفاصيل الوظيفة
منطقة الوظيفة: الرياض, المملكة العربية السعودية قطاع الشركة: التأمين طبيعة عمل الشركة: صاحب عمل (القطاع الخاص) الدور الوظيفي: خدمة العملاء ومركز الإتصال نوع التوظيف: دوام كامل الراتب الشهري: غير محدد عدد الوظائف الشاغرة: غير محدد الرقم المرجعي للوظيفة: JB3758763
المرشح المفضل
المستوى المهني: إدارة منطقة الإقامة: المملكة العربية السعودية

https://www.bayt.com/ar/saudi-arabia/jobs/customer-care-manager-3758763/