Overview
Customer care Unit Head Jobs in Ramallah, West Bank at BCI
Title: Customer care Unit Head
Company: BCI
Location: Ramallah, West Bank
Company Description
Benet was established in 2010 as part of the BCI Group of Companies, serving as the group's arm in the telecommunications and internet services sector. Benet specializes in telecommunications, internet, and broadband services in the Palestinian market, offering a diverse range of services including home internet, narrowband, and broadband, ensuring it meets the needs of all its subscribers, from individuals and medium to large corporations.
Role Description
Looking for a highly motivated and experienced Customer Care Unit Head to lead our customer service department. In this pivotal role, you will be responsible for ensuring our customer service operations are efficient, customer-focused, and aligned with the strategic goals of our organization. Your leadership will not only enhance customer satisfaction but also drive improvements in our service processes. The ideal candidate will have a proven track record in managing customer service teams and a passion for delivering exceptional customer experiences and long-term retention. You will oversee the development and implementation of customer service policies and procedures that enhance service delivery and improve customer engagement. your expertise in understanding customer pain points and advocating for their needs will be essential as you strive to reach and exceed KPIs. In this role, you will work closely with other departments to ensure a cohesive approach to customer care and maximize operational efficiency. Excellent communication, problem-solving, and analytical skills are essential to succeed in this position. If you thrive in a dynamic environment and are committed to leading a customer-centric team, we invite you to apply for the Customer Care Unit Head position and contribute to maintaining our reputation for outstanding service.
Responsibilities
· Lead and manage the customer care team to ensure high levels of customer satisfaction and service excellence.
· Develop and implement customer service policies, processes, procedures, and best practices to enhance service delivery.
· Supervise daily operations of the customer service team to ensure high-quality service delivery.
· Handle complex customer inquiries and resolve escalated issues effectively and efficiently.
· Monitor team performance, providing coaching and training to maintain a high standard of service.
· Analyze customer feedback and service metrics to identify areas for improvement and implement necessary changes.
· Collaborate with other departments to ensure a seamless customer experience across all touchpoints.
· Identify opportunities for upselling and cross-selling within the existing customer base.
· Establish and maintain relationships with key customers to understand their needs and enhance retention.
· Prepare and present regular reports on team performance, customer satisfaction metrics, and strategic initiatives.
· Stay updated on industry trends and competitor practices to ensure our customer service remains at the forefront of the market.
Requirements
· Bachelor's degree in Business Administration, Management, or a related field; Master's degree is a plus.
· Minimum of 5 years of experience in customer service management or a related role.
· Proven track record of successfully leading a team and driving customer satisfaction improvements.
· Strong analytical and problem-solving skills with the ability to make data-driven decisions.
· Excellent communication and interpersonal skills to interact effectively with customers and staff.
· Ability to work under pressure and handle difficult situations with professionalism and tact.
· Proficient in customer service software and tools; experience with CRM systems is preferred.
Benefits
· Competitive salary
· Comprehensive health and wellness benefits
· Opportunities for professional development and career advancement
· Generous paid time off policy including vacation and sick leave
