Job Details

Experience Needed:5 To 7 Years

Career Level:Manager

Education Level:Bachelor's Degree

Salary:Confidential

Job Categories:

• Customer Service/Support
• Operations/Management
• Project/Program Management

Skills And Tools:

Strategic ThinkingInnovationCRM SystemAmadeus gdsBusiness DevelopmentSalesforceMarketingZendeskData AnalyticsTeam LeadershipLeadership ManagementMicrosoft ExcelPower BIAutomation

Job Description

The  Customer Care Manager at Almosafer will be responsible for leading a high-performing customer care team, driving service excellence, and implementing strategic initiatives to enhance customer satisfaction and loyalty. This role requires a dynamic leader with a strong background in customer experience management, data-driven decision-making, and process optimization in a fast-paced, digital-first environment.

The ideal candidate will have a proven track record in managing large-scale customer care operations, improving KPIs, and fostering a culture of continuous improvement.

 

• Key Responsibilities: 

 

1. Leadership & Team Development

1. Lead, mentor, and develop a team of customer care supervisors and agents to ensure high engagement and performance.
2. Implement training programs to enhance team skills in customer service, conflict resolution, and CRM tools.
3. Conduct performance reviews, set KPIs, and drive accountability across the team.

 

2. Customer Experience Strategy

1. Develop and execute customer care strategies aligned with Almosafer business goals.
2. Analyze customer feedback (NPS, VOC,…etc) to identify trends and implement service improvements.
3. Ensure seamless omnichannel support (phone, email, chat, social media) with a focus on first-contact resolution.

 

3. Operational Excellence

1. Oversee daily operations, ensuring SLA compliance, efficiency, and quality assurance.
2. Optimize workflows and implement automation/AI tools to enhance productivity.
3. Manage escalations and crisis situations with a structured problem-solving approach.

 

4. Data-Driven Decision Making

1. Monitor and report on key metrics (e.g., response time, resolution rate, customer retention).
2. Use analytics to identify root causes of customer issues and propose long-term solutions.
3. Present insights and recommendations to senior leadership for continuous improvement.

 

5. Stakeholder & Cross-Functional Collaboration

1. Work closely with Product, Tech, and Marketing teams to enhance customer journeys.
2. Collaborate with BPO partners (if applicable) to maintain service standards.
3. Represent the voice of the customer in business strategy discussions.

 

Job Requirements

• Education & Experience

1. Bachelor’s degree in Business Administration, Marketing, or a related field.
2. Five+ years in customer service, with two+ years in a managerial role (travel, e-commerce, or hospitality industry preferred).
3. Experience with CRM systems (Zendesk, Salesforce, Freshdesk) and customer analytics tools.
4. Proven track record in improving CSAT, reducing churn, and optimizing service operations.

 

• Technical & Soft Skills

1. Leadership & People Management – Ability to inspire and lead large teams.
2. Customer-Centric Mindset – Passion for delivering exceptional service.
3. Data & Analytics – Proficient in Excel, Power BI, or similar tools.
4. Problem-Solving – Strong decision-making in high-pressure scenarios.
5. Communication – Fluent in English & Arabic (written and verbal).
6. Tech-Savvy – Familiarity with AI chatbots, automation, and digital CX trends.

 

• Behavioral Competencies

1. Strategic Thinker – Ability to align customer service with business growth.
2. Proactive & Innovative – Continuously seeks process improvements.
3. Resilient & Adaptable – Thrives in a fast-changing environment.

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