Customer Care Supervisor
Description
About Zaincash
ZainCash Iraq is a leading mobile wallet in Iraq and recognized as Forbes top fintech company of 2023 and 2024 as well as GSMA’s Best Mobile Innovation Supporting Humanitarian Situations. The company offers a range of consumer and business services including local and international money transfer, bill payments, companion payment cards, payroll, aid disbursement, and more.
Responsibilities
- Supervise daily operations of the Customer Care team to ensure service quality and efficiency
- Monitor team performance and ensure all customer inquiries are handled within defined SLAs
- Provide continuous guidance, coaching and support to team members
- Handle escalated customer complaints and ensure proper resolution
- Prepare and share daily, weekly and monthly performance reports
- Provide detailed statistical feedback to management for evaluation and reward purposes
- Ensure all team members are updated on new products, features, policies, and incidents
- Identify performance gaps and develop action plans to improve team productivity
- Conduct regular performance reviews and one-on-one sessions with team members
- Maintain and update department FAQs and knowledge base
- Ensure adherence to company policies, procedures and compliance requirements
- Monitor attendance, adherence and shift scheduling
- Support onboarding of new comers
- Identify process improvement opportunities and recommend solutions
- Coordinate with other departments to resolve customer issues
- Manage workload distribution to ensure balanced team performance
- Track and improve KPIs (CSAT, FCR, FRT, AHT, SLAs)
Requirements
- Education: Bachelor’s degree in Business Administration, Communications or a related field.
- Languages: Arabic (mandatory) and good command of English (spoken and written).
- Availability: Flexibility to work rotating shifts.
- Experience: Minimum 2–3 years in customer service or a related field is required.