Customer Care Director

Customer Care Director
Earthlinktele, Iraq

1 Year
0 - 0
Job Type
Job Shift
Job Category
Requires Traveling
Career Level
As mentioned in job details
Total Vacancies
1 Job
Posted on
Jul 26, 2022
Last Date
Oct 26, 2022

Job Description

Job Summary:

This position is responsible for Managing and executing the strategy to achieve customer satisfaction rates and unique customer experience and ensuring clients issues are handled effectively and efficiently.

  • Manage team to ensure service is offered to customers effectively and efficiently.
  • Develop and achieve objectives and goals to support the organizational vision.
  • Develop an annual business plan to incorporate best call center practices to meet market and company needs.
  • Design and execute quarterly and annual objectives and key results.
  • Serve as the primary point of contact for escalating advanced issues.
  • Provide call and resolution metrics on regular basis to CCO and Management.
  • Manage and direct a team of officers to ensure timely Service Resolution and troubleshooting for all issues.
  • Handle Trouble ticket generation and response and escalation.
  • Establish a reporting system and mechanism to highlight repeated complaints and maintenance issues and route for related departments to devise permanent solutions.
  • Gather data from customer calls and suggestions for improvements, ensure relaying the information to related departments.
  • Ensure targeted service and performance standards are achieved or exceeded.
  • Execute tactical plans and initiatives that exceed customer expectations through coaching supervisors on best practice customer service standards resulting in increased customer satisfaction.
  • Provide leadership and strategic direction to Team incorporating a culture driven by innovative thinking to ensure alignment with the strategic vision of the organization.
  • Ensure that the team contributes to overall top line growth by continuously
  • Manage the workforce staffing needs and establish budgetary controls in line with corporate strategy, and continuously monitor expenses.
  • Drive implementation of effective customer complaints resolution systems.
  • Ensure implementation of industry best practices in across all levels.
  • Ensure customer support Service Level Agreements (SLA) are met.
  • Develop team policies, guidelines and service level agreements.
  • Provide inputs in developing quality improvement initiatives for the team and monitor to ensure effective implementation.
  • Constantly review customer satisfaction scores and make recommendations for reengineering
  • Provide training to all supervisors related to level 1 networking, infrastructure, technologies, tools and systems implemented by the company.
  • Analyze problems and conduct effective fault diagnosis and system recovery for escalated tickets to provide guidance and route to the proper channels for resolution.
  • Track achievement of the targeted performance metrics, highlight deviations and make corrective recommendations, wherever required processes to improve customer satisfaction.
  • Monitor random calls to improve quality, minimize errors and track operative performance improving customer satisfaction scores.

Staff Management/Internal Processes:

  • Develop Metrics and reporting system ensuring regular reports are sent to Management measuring performance of the Department.
  • Evaluate and select information technology solutions to improve tracking and reporting of system availability, performance.
  • Approve Workforce plans, productivity, and utilization of staff ensuring optimum staff levels are available for all the department, propose initiatives for improvement.
  • Manage Promotions, staff movements, managerial and supervisory hiring/termination and any HR Personnel requests as per the matrix.
  • Approve attendance records and ensure company policy is implemented in the department.
  • Coach and Train Managers on new technologies and processes, continually improving the status quo.
  • Monitor and review the daily, weekly, monthly and annual reports as per department guidelines.
  • Guarantee high quality of internal administration, filing and traceability of all documents to ensure efficiency and effectiveness of the department.
  • Lead and guide managers on automation and efficiency of processes.
  • Lead continuous improvement initiatives to review the process flow of the department, continually evaluation SLAs compared to results of the department.
  • Oversee the Learning and Development initiatives in the department.
  • Oversee Performance Results of each department compared to SLAs and propose plans for improvement



BA degree in Business Administration or related.

Years of Experience

A minimum 7 Years’ experience in ISP or Telecom Sales, Commercial or Marketing Management Field.


  • Excellent Command of English and Arabic- Written and Spoken.
  • Excellent computer skills and experience such as Microsoft Word, Excel,

PowerPoint, and Outlook.

  • Excellent understanding in all Business Operations.
  • Understanding of Competition and product positioning.
  • Industry Prices Structure amp; Market Research.
  • Consumer distribution business, market trends and consumer behaviour.
  • Solid understanding of business products and services in the ISP industry.
  • Business acumen and exposure to all areas of the sales business model.
  • Implementing strategies for winning high volume key accounts.
  • Ability to strengthen relationships with key clients.
  • Agreements amp; Commercial Correspondence.

• Public speaking and communicating both verbally and in writing.

Job Specification


Information Technology and Services - Baghdad, Iraq