Customer Service Manager

2 months ago


Riyadh, Saudi Arabia Rawaj - Human Capital Management Full time

**About Our Client**:
One of Saudi leading companies in the construction and finishing industries by manufacturing high quality national products that meet international standards. It strives to supply and sell a variety of products that cater to local and regional markets at competitive prices.

**What you will do**:

- Setting clear performance goals and providing regular coaching, feedback, and training to enable continuous improvement.
- Monitoring and analyzing customer feedback, surveys, and metrics to identify areas for improvement.
- Collaborating with cross-functional teams to implement system improvements and new technologies to enhance customer support.
- Establishing (KPIs) for the customer service team and track performance against targets, and Generating regular reports on customer service metrics to senior management.
- Conducting regular audits and call monitoring to ensure compliance with quality guidelines.
- Ensuring that all team members are well-equipped to handle various customer scenarios and challenges.

**What **they **do expect from you**:

- From 5 to 10 years of experience in Customer Service Management.
- Familiarity with customer service software, CRMs, and other relevant tools to optimize team efficiency.
- Excellent client-facing and internal communication skills.
- Solid organizational skills including attention to detail and multi-tasking skills.
- Must be a natural and intuitive problem solver, able to anticipate and take corrective action, self-motivated.
- Proficient in using data to analyze customer service performance, identify trends, and implement improvements.



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