Customer Care Director

Job Purpose

The role holder is responsible for leading Specialized’s customer care operations for MCN and BCN beneficiaries, ensuring 24/7 service availability, timely issue resolution, and high-quality support delivery. The role includes managing customer interactions, service tickets, triage processes, and performance KPIs, while continuously enhancing customer satisfaction through data-driven improvements, training, and operational excellence. shall carry out their duties in accordance with the stipulated business policies and procedures.

Key Responsibilities:

• Act as the primary point of contact for MCN and BCN beneficiaries, ensuring frontline resolution of technical issues and general service-related queries in alignment with Specialized’s service standards.
• Provide 24/7 customer service operations to MCN and BCN beneficiaries, ensuring timely resolution of technical incidents, coordinating with internal and external stakeholders to close tickets as per defined processes.
• Manage all inbound customer tickets and ensure their proper handling and closure within the agreed SLAs and KPIs.
• Develop and maintain the customer care framework for MCN and BCN segments, ensuring seamless workflows, role clarity, and operational readiness, and high customer satisfaction.
• Implement and govern triage systems for routing customer care tickets to the appropriate stakeholders—stc Technology unit, Specialized Technology sector, or Commercial—based on issue type.
• Develop and continuously refine call center scripts, standard responses, and customer interaction guidelines to promote consistent and high-quality support.
• Coordinate with HR to design and deliver onboarding and training programs for customer care agents, equipping them with tools and best practices to ensure exceptional client interactions.
• Monitor MCN and BCN customer care KPIs, including response time, first-contact resolution rate, and satisfaction scores (CSAT and NPS), and identify performance gaps.
• Implement corrective actions and continuous improvement measures based on KPI trends and operational reviews to elevate service quality and strengthen Customer Care performance.
• Recommend targeted initiatives to enhance customer care services by analyzing historical data and leveraging commercial insights to align service delivery with client expectations.
• Coordinate with devices team to repair or replace malfunctioning devices in accordance with approved internal policies, ensuring full device readiness before activation or delivery.
• Coordinate with specialized technical teams or suppliers in cases where internal repair is not possible and follow up until full resolution.
• Update device records in CRM systems after maintenance or replacement to ensure data accuracy and enhance the customer experience.

Qualifications:

• Bachelor or Master Degree in Business Administration or a related field.

Years of Experience:

• Preferred experience of (7+) years, or equivalent in the area of expertise.