Customer Care Unit Head

BNET” was established in 2010 as part of the “BCI” group of companies, to be the group’s arm in the field of communications and Internet services. BNET is a company specialized in the field of communications, Internet, and broadband services in the Palestinian market. Its services vary to include home Internet services, and narrow and broadband services, ensuring that the needs of all its subscribers, including individuals, institutions, and medium and large companies, are met.

BNET is intending to recruit a highly qualified individual to fill the position of

CUSTOMER CARE UNIT HEAD                                    

Main responsibilities:

• Lead and manage the customer care team to ensure high levels of customer satisfaction and service excellence.
• Develop and implement customer service policies, processes, procedures, and best practices to enhance service delivery.
• Supervise daily operations of the customer service team to ensure high-quality service delivery.
• Handle complex customer inquiries and resolve escalated issues effectively and efficiently.
• Monitor team performance, providing coaching and training to maintain a high standard of service.
• Analyze customer feedback and service metrics to identify areas for improvement and implement necessary changes.
• Collaborate with other departments to ensure a seamless customer experience across all touchpoints.
• Identify opportunities for upselling and cross-selling within the existing customer base.
• Establish and maintain relationships with key customers to understand their needs and enhance retention.
• Prepare and present regular reports on team performance, customer satisfaction metrics, and strategic initiatives.
• Stay updated on industry trends and competitor practices to ensure our customer service remains at the forefront of the market.
• Any Task Requested from your management.

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• Bachelor's degree in Business Administration, Management, or a related field; Master's degree is a plus.
• Minimum of 5 years of experience in customer service management or a related role.
• Proven track record of successfully leading a team and driving customer satisfaction improvements.
• Strong analytical and problem-solving skills with the ability to make data-driven decisions.
• Excellent communication and interpersonal skills to interact effectively with customers and staff.
• Ability to work under pressure and handle difficult situations with professionalism and tact.
• Proficient in customer service software and tools; experience with CRM systems is preferred

Qualified candidates are encouraged to apply and submit a CV and a cover letter to [email protected] no later than 18/01/2025. please indicate job title in the subject line.