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We are looking for Customer Care Manager who is passionate about improving the customer interactions. You will join a dynamic and fast paced environment and work with cross functional teams to design customer care processes to help deliver the company’s vision and mission! What you will be doing? Manage service delivery from on-site Abu Dhabi officeProvide active leadership to Customer Care team on-siteSupport the day to day Omni-Channel service deliveryBest manage queues real time to reduce time taken to resolve customer queriesManage escalations and place preventive measures to reduce occurrencesProvide coaching and feedback to agents to enhance customer experienceTake ownership of Customer’s issues and ensure timely resolutionManage performance across metrics such as Quality Assurance, CSAT, SLA metricsEquip agents with always up to date knowledge base to assist customersEmpower agents with robust tools to better manage customer interactions What we want for this role?We want someone who’s ready to build it, own it and run it! Are you willing to share knowledge? We’ll share ours, too!Bachelor’s degree or equivalent experience5+ years’ of customer serviceExcellent written and verbal communication skillsProficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)Strong problem-solving skills, End to End Ownership of service deliveryWillingness to roll up one’s sleeves to get the job doneExcellent written, verbal communication and presentation skillsExpert level on Microsoft office, WFM, KYC, CRM, Ticketing & Telephony toolsSkilled at working effectively with cross functional teams in a matrix organizationExperience with 24/7 rotational shifts seamlessly with in-house & outsourced teamsPreferred exposure to products & services in banking/fintech
