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.