Customer Care Team Leader ( Voice - Non Voice ) at Jadeer

Cairo, Cairo, Egypt -

Full Time

Start Date

Immediate

Expiry Date

20 May, 26

Salary

0.0

Posted On

19 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Coaching, Performance Management, Communication, Mentoring, Problem Solving, KPI Management, Report Analysis, Recruitment, Onboarding, Training, Customer Service, Voice Channels, Non-Voice Channels

Industry

Real Estate

Description

Jadeer is hiring a Customer Care Team Leader (Voice – Non Voice) on behalf of one of our clients based in Egypt, New Cairo. Our client is a leading fintech company operating in the digital payments and consumer finance sector across the Middle East. Through strategic partnerships with major retail and e-commerce brands, the company delivers innovative, technology-driven payment solutions that enhance purchasing power and create seamless customer experiences. Job Title: Customer Care Team Leader (Voice – Non Voice) Key Responsibilities Lead and manage a team of customer care advisors across voice and non-voice channels. Monitor daily operations to ensure service quality, productivity, and KPI achievement. Provide coaching, mentoring, and performance feedback to drive continuous improvement. Handle escalated customer complaints and complex cases, ensuring timely resolution. Analyze performance reports and identify areas for operational enhancement. Ensure adherence to company policies, compliance standards, and service guidelines. Support recruitment, onboarding, and training of new team members. Qualifications & Requirements Bachelor’s degree in Business Administration, Commerce, or a related field (preferred). 2–4 years of experience in customer service/contact centers, with at least 1 year in a supervisory or team leader role. Experience in fintech, banking, e-commerce, or digital services is a strong advantage. Excellent communication skills in English and Arabic (verbal and written). Strong leadership, coaching, and performance management skills. Ability to manage KPIs, analyze reports, and drive team performance. Flexibility to work rotational shifts if required. If you are a results-driven leader with a passion for customer experience and team development, this is your opportunity to grow within a fast-paced and innovative fintech environment.

Responsibilities

The Team Leader will be responsible for leading and managing customer care advisors across both voice and non-voice channels, ensuring service quality and KPI achievement through monitoring and feedback. This role also involves handling escalated customer complaints and analyzing performance reports to drive operational improvements.