As a Customer Service Manager, you will be responsible for overseeing and managing our
customer service operations. You will play a key role in ensuring exceptional customer
experiences, building strong customer relationships, and maintaining regulatory
compliance. Your primary focus will be to lead and develop a high-performing customer
service team that delivers outstanding service to our customers.
Role & Responsibilities:
o Manage and lead the customer service team, providing guidance, training, and support to
ensure a high level of performance and customer satisfaction.
o Develop and implement customer service standards, procedures, and policies to enhance
the overall customer experience and ensure compliance with SAMA regulations.
o Monitor and evaluate customer service metrics, including response times, resolution rates,
and customer satisfaction scores, and take proactive measures to improve performance.
o Handle escalated customer inquiries and complaints, ensuring timely and effective
resolution while maintaining a professional and courteous demeanor.
o Collaborate with cross-functional teams, including operations, compliance, and technology,
to improve processes and enhance the customer journey.
o Stay up-to-date with industry trends, best practices, and regulatory changes related to
customer service and ensure their implementation in the organization.
o Conduct regular performance evaluations for team members, provide constructive
feedback, and identify training and development needs.
o Foster a positive and motivating work environment that promotes teamwork,
collaboration, and continuous improvement.
o Prepare regular reports on customer service performance, highlighting key metrics, trends,
and areas for improvement, and present findings to senior management.
o Ensure compliance with data protection and privacy regulations, including handling
sensitive customer information in accordance with company policies and procedures.
• Bachelor's degree in business administration, management, or a related field.
• In-depth knowledge of customer service principles and practices, as well as SAMA
regulations and guidelines.
• Strong leadership and people management skills, with the ability to motivate and inspire a
team to achieve performance targets.
• Excellent communication and interpersonal skills, with the ability to build rapport with
customers and stakeholders at all levels.
• Analytical mindset with the ability to analyze customer service data, identify trends, and
implement improvement strategies.
• Detail-oriented with exceptional problem-solving and decision-making abilities.
• Proficient in using customer service software, CRM systems, and other relevant tools.
• Flexibility to adapt to changing business needs and work in a fast-paced environment.
• Fluent in Arabic and English, both written and spoken.
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