Customer Care Manager

Job Description About Us : Network International is the largest Financial Technology company in Middle East and Africa. Payments is our core business where we provide services in more than 50 countries – UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data [SM1] and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we are growing in direct to consumer card segment as well.

Our EVP : At Network International, we always stay ahead. . In the fast-paced world of financial services, we thrive on innovation, agility, and purposeful collaboration. We invest first in our people, empowering you to make bold decisions, learn fast, and grow your expertise alongside industry leaders. Here, solving complex problems means more than using cutting-edge technology; it’s about creating meaningful value for our customers, together. We foster a culture where trust, accountability, and achievement go hand in hand—because success isn’t just a goal; it’s how we work, every day, as one team

About the Role: The job holder will be responsible for managing, overseeing, and leading the customer care functions and activities across Africa. This position is responsible for developing customer care processes and procedures, including service level adherence, customer retention, average handle time, monitoring and goal setting, team management, Transformation and more.

Responsibilities

• Lead and manage a team of customer service and call center
• Oversee daily operations, performance and quality assurance
• Drive customer satisfaction and retention
• Develop and implement process improvements
• Manage performance metrics abd KPIs
• Coach and develop team members
• Collaborate with other departments to ensure smooth process is on place
• Provide leadership in resolution of complex and high-priority service issues.
• Mange customer complaint and ensure reduction
• Drive and lead transformation initiatives
• Develop policies, procedures and business processes that drive a culture of consistency, dependability, and reliability in customer care department.
• Performs other duties as assigned.

Qualifications

• Leadership and team management
• Customer service expertise
• Proven ability to work effectively with partners.
• Strong communication and interpersonal skills .
• Demonstrated ability to prioritize work
• Problem solving and analytical thinking.
• Years of Experience (Minimum): 5+ years’ experience in call center ,operation and transformation with at least 2 years of leadership role

Other Skills

• Excellent written and verbal communication skills.
  • Flexibility and teamwork.
  • Ambitious with a positive attitude.
  • Ability to pick up new tasks quickly.
  • Accuracy and attention to detail.
  • Ability to multi-task.
  • Methodical and organized.
  • Strong presentation skills.

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