Customer Care Manager – Baghdad, Iraq

Location

Baghdad, Baghdad, Iraq

Salary

Not specified

Company

akash pawar

Job description

A fast-growing company in the retail and e-commerce space (cosmetics & beauty products) is seeking an experienced Customer Care Manager to lead the customer service function in Baghdad. The role involves overseeing the end-to-end customer experience, from pre-sale inquiries to post-purchase support, returns, and complaint resolutions, while building and leading a high-performing customer care team. Key responsibilities include managing SLAs, escalations, and complex complaints; owning the CRM/helpdesk system; tracking KPIs such as CSAT, NPS, and response times; and collaborating with Operations, Marketing, and Supply Chain. Requirements include a Bachelor's degree in business administration or a related field, 5–7 years of customer service experience with 2–3 years in a managerial role, experience in e-commerce/retail, strong analytical skills, and fluency in Arabic and English.