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Customer Care Manager
TOD by beIN
Baladiyat ad Dawhah, QAT
Full-time
Mid-Senior
Onsite
Discovered 1 weeks ago
Customer care managementCustomer service operationsContact center managementService level managementCustomer escalation managementProcess improvement
Free
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Customer care managementCustomer service operationsContact center management
Role Overview
Lead TOD’s customer care function across service, support, and customer-related commercial activities.
Oversee customer care operations, including contact center performance, service delivery, account support, issue resolution, customer satisfaction, retention, and revenue optimization.
Improve the efficiency and professionalism of customer interactions while identifying opportunities to strengthen service quality, loyalty, and commercial outcomes.
Key Skills for This Role
Customer care managementCustomer service operationsContact center managementService level managementCustomer escalation managementProcess improvement
Full Job Posting
Position Summary
Lead TOD’s customer care function across service, support, and customer-related commercial activities.
Oversee customer care operations, including contact center performance, service delivery, account support, issue resolution, customer satisfaction, retention, and revenue optimization.
Improve the efficiency and professionalism of customer interactions while identifying opportunities to strengthen service quality, loyalty, and commercial outcomes.
Key Responsibilities and Accountabilities
- Lead customer support, service delivery, and customer account management.
- Oversee contact center service levels, quality standards, and response times.
- Improve customer care processes, workflows, and operating procedures.
- Manage escalations and coordinate resolution of complex customer issues.
- Analyze feedback, complaints, and service trends and recommend corrective actions.
- Support renewals, upselling opportunities, and customer engagement activities where applicable.
- Collaborate with Product, Technology, Marketing, Finance, and other internal teams.
- Monitor KPIs, dashboards, and reporting for service, satisfaction, retention, and productivity.
- Contribute to budget planning and cost control.
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