Job Description

About Zaincash

ZainCash Iraq is a leading mobile wallet in Iraq and recognized as Forbes top Fintech company of 2023 and 2024 as well as GSMA’s Best Mobile Innovation Supporting Humanitarian Situations. The company offers a range of consumer and business services including local and international money transfer, bill payments, companion payment cards, payroll, aid disbursement, and more. For more information, please visit www.zaincash.iq.

Responsibilities:

• Supervise daily operations of the Customer Care team to ensure service quality and efficiency.
• Monitor team performance and ensure all customer inquiries are handled within defined SLAs.
• Provide continuous guidance, coaching and support to team members.
• Handle escalated customer complaints and ensure proper resolution.
• Prepare and share daily, weekly and monthly performance reports.
• Provide detailed statistical feedback to management for evaluation and reward purposes.
• Ensure all team members are updated on new products, features, policies, and incidents.
• Identify performance gaps and develop action plans to improve team productivity.
• Conduct regular performance reviews and one-on-one sessions with team members.
• Maintain and update department FAQs and knowledge base.
• Ensure adherence to company policies, procedures and compliance requirements.
• Monitor team attendance, adherence and shift scheduling.
• Support on onboarding of new comers.
• Identify process improvement opportunities and recommend solutions.
• Coordinate with other departments to resolve customer issues.
• Manage workload distribution to ensure balanced team performance.
• Track and improve KPIs (CSAT, FCR, FRT, AHT, SLAs).

Requirements

• Education: Bachelor’s degree in Business Administration, Communications or a related field.
• Languages: Arabic (mandatory) and good command of English (spoken and written).
• Availability: Flexibility to work rotating shifts.
• Experience: Minimum 1–2 years in customer service or a related field is required.