Customer Care Team Leader

Confidential Careers; Riyadh; On-site; SAR 200,000 - 300,000; Full time

Job summary

A banking and financial services firm is looking for a Team Leader in Customer Care to ensure the highest levels of customer satisfaction. Responsibilities include managing customer complaints, analyzing feedback for improvements, and supervising service level agreements. The ideal candidate should have a Bachelor’s or Master’s degree and 4-6 years of relevant experience. This is a full-time position based in Riyadh, offering opportunities to contribute to departmental strategies and budget management.

Qualifications

• 4-6 years of experience in customer care or related fields.

Responsibilities

• Ensure effective management and resolution of customer complaints.
• Collect and analyze customer feedback to drive improvements.
• Supervise customer satisfaction KPI achievements.
• Develop and prepare budget recommendations.

Skills

Customer satisfaction management

Customer feedback analysis

Budget preparation

Service level agreement (SLA) management

Project management

Education

Bachelor’s or Master’s degree in relevant major

Job description

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.

Key Accountabilities

• 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.

Qualifications, Experience & Skills

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

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

Banking, Investment Banking, and Financial Services