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Customer Care Lead

Permanent employee, Full-time · HQ Mansur
Your mission
As a Customer Care Lead at BALY, you will play a crucial role in developing and managing customer relationships. This position offers a unique opportunity to contribute to BALY's growth by securing customer loyalty, resolving disputes, answering customer inquiries, and constantly developing our customer care department for all ventures to ensure that our customer support journey is timely and convenient. You will work closely with multiple teams within BALY, including product, operation, business intelligence, growth, marketing, legal, and finance teams, to ensure the success of this venture.

Responsibilities

  • Lead Customer Care & Telesales, diligently managing targets and ensuring flawless performance.

  • Collaborate with Product Team and Sales for user-focused improvements and targeted outreach.

  • Coordinate with Quality Assurance/Tech, leading quality checks and submitting detailed bug reports for quick resolutions.

  • Conduct thorough NPS and product surveys, analyzing feedback to guide relevant teams.

  • Optimize workflows using CRM triggers, automations, and reports for actionable insights.

  • Monitor Call Center metrics and manage customer cases efficiently, ensuring top-notch performance.

  • Maintain strong relations with customers, supporting systems integration and necessary changes.

Requirements

  • Strong communication skills, both written and verbal.

  • Fluency in English.

  • Smart decision-making abilities with a focus on achieving cost-effective and beneficial outcomes.

  • Familiarity with Google Suites, and Email for managing day-to-day tasks.

  • Data-oriented mindset that is able to generate actionable insights based on consumer data.

  • Familiarity with CRM software such as ZenDesk and Freshdesk.

  • Ability to effectively manage and improve workflows and automations to ensure a smooth customer journey.

  • Expertise in SQL and Python is a plus

Personal Attributes:

  • Self-motivated and eager to learn.

  • Ability to work collaboratively with cross-functional teams.

  • Strong organizational skills and attention to detail.

  • Data-oriented mindset.

Why us?
Why us?

At Baly, we provide a platform for professionals to embark on a transformative journey in the technology business world. Our commitment to individual growth and development is reflected in our unique approach to tailor responsibilities based on your educational background and personal skills-set.

Join Baly and become part of an environment where your skills are valued, your growth is fostered, and your success is recognized. Take the next step in your career with us and seize the chance to shape a promising future in the technology sector.
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About us
BALY is an Iraqi company aiming to lead the Iraqi market as a super app. 
 
Our company is an investment of Rocket Internet (a German Company) that is supporting all Iraqi talent to gather and take the lead in the market.  
 
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