Department: Customer Care Team Leader
Location: Erbil, Iraq
Duration: Full-time
Working Days/Hours: 6 Days/Week, 8 Hours/Day
Role Overview:
As a Customer Care Team Leader, you will be responsible for leading, coaching, and motivating our customer care agents to deliver an excellent experience across all support channels.
Roles & Responsibilities:
- Lead, mentor, and support a team of customer care agents, ensuring they meet individual and team performance goals.
- Monitor support interactions (calls and chats) to ensure quality, timeliness, and consistency in customer communication.
- Track KPIs such as response times, resolution rates, and customer satisfaction scores; provide regular reports to management.
- Conduct training sessions and performance reviews to improve skills and knowledge within the team.
- Handle escalated customer complaints, ensuring issues are resolved promptly and effectively.
- Collaborate with other departments to optimize workflows, reduce customer pain points, improve service efficiency, and ensure customer needs are met across all services.
- Maintain accurate documentation of escalations, performance results, and improvement plans for upper management.
Skills & Requirements:
- Proven experience in Customer Service roles, with at least (6 months) experience in a supervisory/team leader role.
- Strong leadership and coaching abilities with a positive and motivating approach.
- Excellent written and verbal communication skills in Kurdish, Arabic, and English.
- Proficiency in Microsoft Office and familiarity with digital communication tools.
- Strong analytical and problem-solving skills; data-driven decision-making.
- Ability to work under pressure, multitask, and adapt to a fast-paced environment.
More Information
- How to apply Interested candidates are strongly encouraged to apply for this position by submitting their application through the following link:
