قائد فريق خدمة العملاء

Job Title: Customer Care Team Leader

We are looking for a Customer Care Team Leader to oversee BNPL customer care operations, manage team performance, and ensure efficient service delivery.

Key Responsibilities:

• Oversee daily BNPL customer care operations and ensure smooth workflow.
• Monitor team performance, KPIs, and service level agreements (SLAs).
• Lead, coach, and support customer care team members to achieve operational targets.
• Monitor service quality and identify areas for improvement.
• Handle customer escalations and resolve operational issues.
• Ensure effective utilization of CRM systems.
• Prepare performance reports and provide regular updates to management.
• Ensure compliance with company policies and procedures.

Requirements:

• Diploma or Bachelor’s degree.
• Minimum 4 years of experience in customer care or customer service.
• At least 2 years of experience in a supervisory or team leadership role.
• BNPL experience is required.
• Strong leadership, communication, and problem-solving skills
• Experience in contact center operations, CRM systems, and performance monitoring.
• Ability to manage teams and maintain service quality in a fast-paced environment.
• Saudi nationality is mandatory.