Website WRS - Worldwide Recruitment Solutions
Position: Customer Care Director
Location: Erbil
Open to: Locals Only
Summary
The Customer Care Director is responsible for leading and overseeing the entire customer service department to ensure exceptional customer satisfaction, retention, and loyalty. This role involves strategic planning, process optimization, and team leadership to enhance the customer experience across all touch points. The Director will collaborate with cross-functional teams to implement customer-centric policies and drive continuous improvement.
Key Responsibilities
- Develop and implement customer service strategies aligned with company goals.
- Lead, mentor, and manage the customer care team to achieve performance targets.
- Monitor and analyze customer service metrics to identify areas for improvement.
- Resolve escalated customer issues and ensure timely, effective solutions.
- Collaborate with sales, marketing, product, and operations teams to improve customer experience.
- Oversee customer feedback mechanisms and utilize insights to enhance service delivery.
- Manage budget and resources for the customer care department.
- Ensure compliance with company policies, industry regulations, and quality standards.
- Drive innovation through technology adoption and process improvements.
- Report regularly to senior management on customer service performance and initiatives.
Competencies
- Strong leadership and people management skills.
- Excellent communication and interpersonal abilities.
- Strategic thinking and problem-solving aptitude.
- Proficiency in customer service software and CRM tools.
- Data-driven decision-making and analytical skills.
- Ability to manage multiple priorities and projects.
- Conflict resolution and negotiation skills.
- Customer-centric mindset with a passion for delivering excellence.
- Change management and process improvement expertise.
Qualifications
• Bachelor’s degree in Business Administration, Management, Communications, or a related field (Master’s preferred).
• 7–10 years of progressive experience in customer service, client relations, or customer experience management, including at least 5 years in a leadership role.
• Fluency in Kurdish, Arabic, and English is highly preferred.
• Must be based in Iraq and possess in-depth knowledge of local business practices and customer expectations.
• Proven experience developing and implementing customer care strategies that drive satisfaction and retention.
• Strong understanding of customer service technologies, CRM systems, and performance metrics.
• Exceptional communication and leadership skills with the ability to motivate and guide diverse teams.
• Demonstrated ability to collaborate cross-functionally with sales, operations, and marketing teams.
• Advanced problem-solving and analytical capabilities.
