Customer Care Team Leader

About the role

Enjaz is looking for a proactive Customer Care Team Leader to drive high levels of customer satisfaction. You will lead a team that handles complaints, gathers feedback, and ensures service standards are met across all channels.

Key responsibilities

• Supervise SLA performance for customer complaints and feedback.
• Contribute to department strategy and implement action plans.
• Prepare and monitor the departmental budget and financial performance.
• Ensure achievement of customer satisfaction KPIs.
• Manage surveys and branch visits to verify readiness before product launches.
• Conduct visits to guarantee adherence to Enjaz service standards.
• Collaborate with third‑party providers to measure satisfaction and deliver research studies.
• Produce and follow up on customer feedback reports across business units.
• Monitor public sentiment on all channels regarding banking products and services.
• Oversee progress of projects, tasks, and assignments within the Customer Care unit.

Required profile

• Bachelor’s degree in a relevant field.
• 4‑6 years of experience as a Team Leader in human resources or a related area.
• Strong leadership, decision‑making, and problem‑solving abilities.
• Excellent verbal and written communication in Arabic and English.

Required skills