Customer Service Director F-m

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia RATP Dev Full time

General information:

Position description:

Job title:

Customer Service Director F-M

About the company:


RATP Dev, a subsidiary of the RATP Group, ensures the operation and maintenance of urban and interurban transport networks in 15 countries through over 100 subsidiaries.

With over 27,000 employees and the expertise and backing of a global leader in public transportation, our subsidiaries provide performance, dynamism and reliability to our customers and passengers to their networks.


RATP Dev has been selected to manage the operations of lines and of Riyadh's automatic metro through its subsidiary CAMCO.


About the job:


Reporting to the General Manager of CAMCO, the Customer Service Director ensure that customer service and security teams meet their annual targets for the following KPIs: passenger satisfaction, complaints per boardings, satisfaction with the ticket office, permanent passenger information at stations and on trains and revenue security.

 Produce an Annual Customer Satisfaction Management Plan (CSMP) & lead the frontline Customer Service Directorate to deliver this Plan, develop the teams, the customer service culture and meet and continuously improve specified KPI targets.
 Ensure high quality and consistent customer service work practices and culture through the development and continuous improvement of the Customer Service and Security Plans, Policies, Standard Operations Procedures and Forms.
 Ensure that efficient and high-quality ticketing sales channels are in place in & secure cash from the point of sale to bank deposit.
 Ensure effective management of customer feedback and lost property procedures.
 Ensure delivery of effective customer communications in accordance with the PTSP. In particular work with and advise the Employer on a passenger education programme during the Development Phase and direct communications with passengers during the Operations Phase in order to meet accessibility and integration objectives.
 Meet regularly with the Employer and peers from the other Operators to design, plan and deliver common and consistent standards across the RPTN.
 Conduct market research in accordance with the PTSP including development and maintenance of a patronage model, customer satisfaction surveys, focus groups and mystery shoppers in order to inform the development of strategic guidance for the Annual O&M and CSM Plans.
 Ensure the station Passenger Counting System is designed, implemented and maintained in line.
 Ensure the Customer Service and Security staff support operations in response to degraded and emergency scenarios.

HSQE Responsibilities :


Play an active role in the development & the implementation of the Integrated Management System and the content of the HSQE & information security policy statements.

 Promote a good HSQE and Information Security culture.
 Protect information assets and data.

Requirements:

 Technical Diploma holder (Bachelor's degree or higher).
 10+ years in senior management positions in the rail/metro industry (or a busy and high-demanding customer service environment such as airport/aircraft industry, hospitality) in charge of customer service.
 Ideally a previous experience as an expat (in the GCC or in another multi-national environment)
 Innovation & digital oriented.
 Ability to negotiate and to influence (with the client and other operators).
 Ability to plan and organize in a fast-moving environment.

Other requirements for the role:

 Fluent in English (Arabic would be a plus).
 Highly competent oral and written communicator.

Additional information:

Job based in Riyadh, Saudi Arabia.

Contract type:

0- Permanent contract

Working hours:

Full-time

Job location:

Job location:

Middle East, Saudi Arabia

Base location:

Riyadh

Level of education required:

  • Bachelor or equivalent

Level of experience required:

From 10 to 15 years

Languages:

English (C - Fluent)

Additional information:

Vacancy start date:

02/10/2023

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