Duties & Responsibilities:

• Provides leadership for the Customer Care team. Guides Technical Support Engineers and develops responses for problem identification and resolution.


• Develops Customer Care plans and programs to meet customer needs and achieve highest customer satisfaction levels.
  


• Supevise systems and tools to improve problem-solving consistency and efficiency within support team.
  


• Develop a highly skilled Customer Care team through hiring proceses, talent development, team building, and performance analysis


• Developing customer satisfaction surveys and analyzing them to reach the best  "before and after" results. 


• Orchestrate initiatives to amplify positive customer testimonials, reviews, and endorsements.


• Responsible for resolving recurrent customer concerns and devising permanent solutions

Required Qualifications:

• A minimum of 5 years of proven experience in customer support, or service desk position.

• Outstanding written and verbal communication skills in English and Arabic
  


• Strong problem-solving and analytical skills.


• Customer orientation and ability to adapt/respond to different types of characters.
  


• Proven ability to work effectively with customers on different levels (Personal, businesses, wholesale,etc.)


• Academic qualifications and  certifications in relevant industry will be a plus.