Customer Care Manager

Responsibilities

• Develop and implement customer service policies aligned with company goals
• Supervise daily operations of the customer care team and provide necessary support
• Handle complex and escalated customer issues with professionalism and urgency
• Monitor KPIs and service metrics to track performance and drive quality improvement
• Coordinate with internal departments such as sales, logistics, and technical for smooth after-sales support
• Manage CRM systems and ensure data accuracy and integrity
• Deliver training, coaching, and development for the customer service team
• Analyze customer feedback and recommend improvements to enhance satisfaction
• Prepare and present service performance reports to senior management
• Ensure compliance with internal policies, quality standards, and regulatory requirements

Requirements

• Bachelor's degree in Business Administration, Marketing, or related field
• 5–7 years of customer service experience
• At least 4 years in a managerial role
• Proficiency in CRM systems and Microsoft Office
• Strong leadership and communication skills
• Customer-centric mindset and strong problem-solving skills

Preferred Qualifications

• Experience in lighting, sanitaryware, or retail sectors

About the Company

Zinco is a leading company in the lighting and sanitary ware industry in Saudi Arabia, with over 30 years of experience. The company operates in all major cities through its showrooms and commercial partners, committed to attracting and developing national talents in alignment with Saudi Vision 2030.