Customer Care Manager

Posted over 1 year ago by NGC Group
Location Erbil Job Type Contract
Salary Sector Consultancy, Education, Service

Customer Care Manager makes sure that the needs of FastPay customers are being satisfied. Your aim is manage a team of Customer Care Agents and provide excellent customer service. Sometimes, you may need to assist FastPay Agents and Merchants in case of any queries from them to Customer Care. 

Duties & Responsibilities (but not limited to):
- Leading or supervising a team of Customer Care Agents.
- Coordinate with other department heads to prepare and update Customer Service Guide on regular basis.
- Identify and implement customer care management platforms as required by FastPay.
- Providing Level-2 help and advice to customers for the services offered by FastPay.
- Communicating courteously with customers by telephone, email, social media, chat and face-to-face as needed.
- Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by Customer Care Agents.
- Issuing refunds or compensation to customers by coordinating with the respective departments.
- Keeping accurate records of discussions or correspondence (of the whole team) with customers.
- Analyzing statistics or other data to determine the level of customer service FastPay is providing and deliver reports to -
- Project Head on regular basis.
- Developing feedback or complaints procedures for customers to use.
- Make sure all the customer care interfaces (telephone, email, social media chat, chat etc.) are functioning as required.
- Improving customer service procedures, policies and standards.
- Meeting with other managers to discuss possible improvements to customer service and product.
- Involvement in staff recruitment and appraisals.
- Training staff to deliver a high standard of customer service.
- Thorough knowledge (Operational & Technical-Level 1) -
- FastPay products or services and keeping up to date with changes.
- Keeping ahead of developments in customer service by closely monitoring the industry standards and updates.

Desired Candidate Profile
- Minimum of 3 years relevant experience in Customer Care department with at least 2 years of experience in Supervisor or Manager Level.
- Fluency in Kurdish, Arabic & English.
- Communication skills that allow you to inform, help and advice customers clearly and to liaise effectively with other professionals.
- Listening skills, to understand exactly what customers require.
- Problem-solving skills.
- Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.
- Motivational skills and an ability to supervise and lead a team of customer care agents.
- Creative thinking, to be able to come up with new ideas to improve customer service standards.
- An ability to work well under pressure.
- Organizational and planning skills to develop customer service policies
- Possesses good interpersonal skills and personal presentation.
- A commitment to improve your own customer service skills on an ongoing basis.
- Must be Female

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NGC Group


Iraq’s leading Information and Communication Technology (ICT) solutions provider.

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Sector Specialisms: Service
Office Location: Erbil, Iraq
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