Customer Care Team Leader

As a Team Leader of Customer Care, 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 our company products, services, and overall customer experience.

• Supervise SAMA SLA achievements on Customer Complaints and feedback.
• Contribute to the development of the department strategy and prepare implementation plans.
• Prepare and recommend the departmental budget and monitor the financial performance of the department against budgets.
• Supervise achievement of agreed service level for all Customer Satisfaction as per KPIs.
• Manage visits to ensure all our service standards are applied.
• Work with 3rd Party to measure customer satisfaction and provide research studies to all business.
• Manage customer feedback reports, coordinate with all business, and follow up to ensure action plans are implemented to raise customer satisfaction level.
• Monitor public mode in all channels regarding Bank 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.

• Education: Bachelor’s or Master’s degree in relevant major.
• Experience: 4‑6 years in relevant fields.

Mid-Senior level

Full-time

Other

Banking, Investment Banking, and Financial Services