Customer Care Manager

About the role

Zinco, a leading lighting and sanitary ware company in Saudi Arabia, is seeking a Customer Care Manager to lead its customer service function. The role focuses on delivering exceptional after‑sales support, managing the customer care team, and ensuring high satisfaction across retail and e‑commerce channels.

Key responsibilities

• Develop and implement customer service policies aligned with company goals.
• Supervise daily operations of the customer care team and provide support.
• Handle complex and escalated customer issues with professionalism and urgency.
• Monitor KPIs and service metrics to drive quality improvement.
• Coordinate with sales, logistics, and technical departments for seamless after‑sales support.
• Manage CRM systems, ensuring data accuracy and integrity.
• Deliver training, coaching, and development for the customer service team.
• Analyze customer feedback and recommend improvements to enhance satisfaction.
• Prepare and present service performance reports to senior management.
• Ensure compliance with internal policies, quality standards, and regulatory requirements.

Required profile

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• 5–7 years of customer service experience, including at least 4 years in a managerial role.
• Experience in the lighting, sanitary ware, or retail sectors is preferred.
• Strong leadership and communication abilities.
• Customer‑centric mindset with strong problem‑solving skills.

Required skills

• Proficiency in CRM systems.
• Advanced knowledge of Microsoft Office.