Customer Service Expert

1 month ago


Riyadh, Saudi Arabia Serco Full time
Job SummaryThe key purpose of the Customer Service Expert is part of a team of O&M subject matter experts tasked with supporting the delivery of ‘World-Class’ O&M operational standards and procedures, and their implementation across KSA government entities.Key accountabilities
  • Pro-actively lead the development, global best practice benchmarking and application of core customer service procedures and standards as a major component of the new National O&M Manual for Saudi government
  • Provide Customer Service subject matter expertise across all Saudi government entities either according to the strategic plan or in response to entity request
  • Support the matrixed organization in the effective delivery of complex contract deliverables across O&M practice, by holistically integrating customer service thought leadership
  • Engage and maintain close working relationships within the client and its partner Consultancy in order to optimize O&M best practices
  • Insure the effective enablement of Saudi government entity operational management by:
  • Developing improved customer experiences by introducing standardized and innovative procedures across all aspects of O&M including:
    • Introducing new systems that improve customer experience
    • Developing new customer experience data capture, analysis and intelligence measures.
    • What we are looking for in our candidates:
    • Minimum 10 years’ experience in related field on national / international major initiatives and developments.
    • Record of engagement with a wide range of stakeholders and wider commercial and public sector stakeholders.
    • Expert in development and implementation of best practice standards and processes.
    • Extensive experience of working internationally (preference for Middle East / KSA).
    • Excellent verbal and written communication skills.
    • A proven track record of instituting continuous improvement and change management
Specific requirements
  • Bachelor of Science / Engineering or Service Industry discipline from an accredited university.
  • Demonstrable subject matter expertise (and where appropriate accreditation) across the following elements of O&M:
  • Customer service operations and standards
  • Employee Happiness & satisfaction measurement
  • Multi-channel customer service systems
  • Customer feedback monitoring and reporting
  • Customer data security and use
  • Communications & CRM
  • Facility Management
  • Emergency Management
  • Space Management
  • Janitorial / Cleaning Procedure Definition
  • Fleet Management Procedure Definition


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