CRC Manager

Client of Career Hunters; Kuwait City; On-site; KWD 9,000 - 15,000; Full time

Job summary

Client of Career Hunters is seeking a CRC Manager in Kuwait City to oversee day-to-day Customer Relationship Center operations, ensuring high customer satisfaction and efficient processes. You will lead agents and staff, monitor KPIs, and coordinate with Sales, Marketing, and Finance to resolve issues.

Requirements include a Bachelor's degree, 5+ years of managerial experience in customer service, fluency in English, and strong analytical and leadership skills.

Qualifications

• Bachelor's degree in any discipline from a reputable university.
• Minimum 5 years of managerial experience in customer service, contact center, or CRM.
• Fluency in English is required.
• Strong customer-service orientation and ability to handle difficult customer situations.
• Strong analytical and reporting skills, including good knowledge of Microsoft Excel.
• Excellent communication, leadership, coaching, and problem-solving skills.

Responsibilities

• Oversee daily operations of the Customer Relationship Center.
• Lead and motivate CRC agents, team leaders, and support staff.
• Monitor KPIs and ensure high service quality and customer satisfaction.
• Coordinate with other departments to resolve customer issues and improve processes.
• Maintain CRM and customer databases; ensure data accuracy and privacy.

Skills

English fluency

Customer service

Leadership

Problem solving

Data analysis

Education

Bachelor's degree

Tools

Microsoft Excel

Job description

Reports to GM

Job Summary

The CRC Manager will be responsible for managing the day-to-day operations of the Customer Relationship Center ensuring high levels of customer satisfaction service quality operational efficiency and team performance The role involves leading the CRC team monitoring key performance indicators managing customer escalations improving processes and ensuring that all customer interactions are handled professionally and efficiently

Job Role and Responsibilities

• Manage and oversee the daily operations of the Customer Relationship Center Lead motivate and manage CRC agents team leaders and support staff Ensure excellent customer service across telephone email chat WhatsApp and other communication channels Monitor and achieve key performance indicators KPIs Prepare daily weekly and monthly operational reports for management Monitor staffing levels workforce requirements schedules attendance and productivity Coordinate with Sales Marketing Operations Finance and other departments to resolve customer issues Ensure accurate use and maintenance of CRM and customer databases Maintain quality assurance standards and conduct regular call service quality reviews Identify training needs and coordinate training and development programs for CRC employee

Requirement

open to Bilingual Arab CandidatesBachelor's degree in any discipline from a reputable and recognized university.Minimum 5 years of experience in Managerial level position in customer service, contact center or customer relationship management.Fluency in English is requiredStrong customer-service orientation and ability to manage difficult customer situations.Strong analytical and reporting skills, including good knowledge of Microsoft Excel.Excellent communication, leadership, coaching, and problem-solving skills.