Customer Care Team Leader

Job Summary:To lead and develop the daily operations of the Customer Care team by ensuring all customer interactions are handled efficiently, professionally, and in alignment with Travco Properties’ service excellence standards. The role requires a proactive leader who can drive the process optimization, system utilization, and digital transformation initiatives within the department.Key Responsibilities: Supervise and coach the Customer Care team to achieve all key performance indicators (SLA, response rate, quality, and customer satisfaction). Oversee all communication channels (calls, WhatsApp, emails, and app inquiries), ensuring professionalism, accuracy, and timeliness. Monitor Zoho system and CRM platforms, ensuring accurate ticket categorization, proper escalation, and timely case closure. Lead daily service audits and prepare periodic performance dashboards and analysis reports for management review. Handle customer escalations efficiently, applying Travco’s standards, service recovery, and accountability. Collaborate closely with other departments (Sales, Handover, Facility Management, Finance, and Legal) to ensure smooth operational flow and effective case resolution. Identify workflow gaps and implement process improvements supported by automation tools and AI-based solutions. Stay updated with the market benchmarks, CX technologies, and system integrations to continuously improve departmental performance. Demonstrate strong self-learning ability and adaptability to new systems, tools, and technologies. Conduct training and coaching sessions to enhance the team’s communication skills, problem-solving approach, and customer-centric mindset. Ensure full adherence to internal policies, company tone of voice, and confidentiality protocols. Take full ownership of the end-to-end customer communication process, ensuring consistent service quality and alignment with company objectives. Ensure every customer interaction reflects Travco’s premium brand image through tone, language, and problem-solving approach. Requirements Bachelor’s degree (preferably in Business Administration, Communications, or a related field). 5+ years of experience in customer care, with at least 2 years in a supervisory role within real estate. Proven ability to leverage technology, automation, and AI tools to enhance customer experience. Strong leadership, analytical, and decision-making skills with the ability to manage high workloads. Proficient in CRM platforms such as Zoho, Salesforce, or equivalent. Excellent business communication skills in both English and Arabic. High level of accountability, ownership, and customer focus.