Customer Care Team Leader

Job Purpose

Enjaz is looking for a Customer Care Team Leader who can drive customer satisfaction by handling complaints effectively and ensuring service delivery stays within agreed SLAs. The role also involves gathering customer feedback across the customer journey and product lifecycle, then turning those insights into improvements for products, services, and the overall customer experience.

Key Accountabilities

• Oversee compliance with SAMA SLA targets for customer complaints and feedback handling.
• Help shape the department strategy and convert it into practical implementation plans.
• Prepare budget recommendations for the department and track actual performance against approved budgets.
• Monitor achievement of customer satisfaction targets and related KPIs.
• Coordinate surveys and branch visits to verify readiness before new product launches.
• Ensure branch visits confirm that Enjaz service standards are being followed.
• Partner with external agencies to measure customer satisfaction and deliver research insights to the wider business.
• Track customer feedback reports, align with internal teams, and follow up on action plans that improve satisfaction levels.
• Watch public discussions across channels about the company’s products and services and work with stakeholders to sustain strong satisfaction levels.
• Follow up on the progress of projects, tasks, and assignments assigned to the Customer Care unit.

Qualifications and Experience

A bachelor’s degree in a relevant field is required. The role calls for 4 to 6 years of experience as a team leader in human resources or a related area.

Skills and Competencies

• Strong written and verbal communication
• Effective time management
• Structured problem-solving
• Sound decision-making
• Fluency in Arabic and English
• Leadership ability
• Team collaboration