Customer Care Manager - UAE

Tamara UAE
Cairo
Workplace: OnsiteFull timeFunction: SalesSkills: ["Leadership","Coaching","Emotional intelligence","Data interpretation","Project management"]

Lead UAE customer care operations from the Cairo site, setting performance standards and coaching Team Leaders to drive daily contact-center outcomes. Own UAE customer care KPIs such as service levels, average handling time, and customer satisfaction, using raw contact-center and survey data to spot gaps and implement resolution. Partner with Quality Assurance and Training to improve onboarding and service delivery, and serve as the escalation point for complex customer grievances.

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FursaFursa
Tamara UAE
Tamara UAE
2 days ago

Customer Care Manager - UAE

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Lead UAE customer care operations from the Cairo site, setting performance standards and coaching Team Leaders to drive daily contact-center outcomes. Own UAE customer care KPIs such as service levels, average handling time, and customer satisfaction, using raw contact-center and survey data to spot gaps and implement resolution. Partner with Quality Assurance and Training to improve onboarding and service delivery, and serve as the escalation point for complex customer grievances.
Location: Cairo
Workplace: Onsite
Employment Type: Full time
Job Function: Sales
Seniority: Manager level

Key Responsibilities

  • •Provide operational leadership to Team Leaders by overseeing daily output and ensuring customer interactions reflect company standards.
  • •Own UAE customer care KPIs (e.g., service level agreements, average handling time, customer satisfaction) and analyze raw contact-center and survey data.
  • •Manage performance, identify gaps, and drive resolution through coaching, reslotting, and queue/workflow adjustments.
  • •Partner with Quality Assurance and Training to oversee onboarding, continuous coaching, and upskilling for improved service delivery.
  • •Act as the ultimate escalation point for complex or sensitive UAE customer grievances and lead structured performance reviews and recruitment.

Key Requirements

  • •Proven experience leading managers and Team Leaders in a high-volume, fast-paced, multi-channel customer care operation, ideally owning the operation end-to-end.
  • •Hands-on operational fluency with customer care tools, workflows, and data so you can lead with context.
  • •Advanced experience with modern CRM, telephony, and channel tools (e.g., Zendesk, Salesforce) and strong data visualization capability to track metrics.
  • •Ability to interpret raw contact center analytics and survey data into actionable performance improvement plans.
  • •Strong attention to detail and project management skills, balancing swift execution with quality.
Skills:LeadershipCoachingEmotional intelligenceData interpretationProject management
Languages:English
Tech Stack:CRMZendeskSalesforceTelephony

Company Brief

Tamara UAE
Provides buy now, pay later and consumer financing services for shoppers and merchants across the Middle East. The platform lets customers split purchases into installments while helping businesses increase conversion and average order value.
Industry: Lending
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: Riyadh, Saudi Arabia
Founded: 2020
WebsiteLinkedIn