Responsibilities:

• Develop and Implement Customer Care Strategies: Design and execute programs to enhance customer experience, satisfaction, and loyalty.
• Monitor and Optimize Processes: Update and refine customer service policies, procedures, and standards to meet customer expectations.
• Data Analysis: Track and analyze customer service performance metrics, providing recommendations for improvement.
• Budget Management: Plan and oversee the customer service budget, ensuring effective resource allocation and desired outcomes.
• Regulatory Compliance & Reporting: Ensure all customer care activities comply with legal regulations and company policies, and provide regular reports to management.
• Team Leadership & Development: Recruit, train, and supervise the customer service team to ensure optimal performance.
• Perform other tasks as assigned by direct management.

Qualifications:

• Bachelor’s degree in Business Administration, Marketing, Mathematics, Finance - Banking, or a related field.
• Experience with data analysis tools, customer service software, and relevant systems.
• Proven experience in leading or participating in digital transformation projects.
• Deep understanding of customer service trends and best practices.
• Strong leadership and team management skills.
• Excellent communication, negotiation, and problem-solving abilities.
• Analytical mindset with the ability to make data-driven decisions.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Strategic thinking and long-term planning capabilities.
• Proactive, creative, and adaptable to change.
• High sense of responsibility and commitment to the role.
• Proficiency in English.