Customer Service Operations Lead

5 days ago


Jeddah, Makkah Province, Saudi Arabia Cruise Saudi Full time
Job Overview:

Cruise Saudi is seeking a skilled Guest Satisfaction Manager to oversee customer care operations, manage complaints, and ensure exceptional customer satisfaction.

This role involves handling customer inquiries and complaints, including those from the Ministry of Tourism, coordinating with marketing for social media complaints, and collaborating with other departments to resolve issues effectively.

The position requires strong leadership, problem-solving, and communication skills to maintain high levels of customer satisfaction.

Responsibilities:Customer Care Management

Manage customer service operations to ensure high levels of satisfaction. This includes handling and resolving customer complaints efficiently, ensuring timely follow-ups, and implementing strategies to improve customer service standards.

A key responsibility is managing complaints received from the Ministry of Tourism, ensuring compliance with regulations, and working closely with internal teams to provide effective resolutions and maintain a positive company reputation.

Social Media Engagement

Manage customer complaints received through social media and other digital platforms. Develop a proactive approach to addressing online customer concerns, ensuring quick and effective resolution while maintaining the company's brand image.

Additionally, monitor customer sentiment through digital tools, analyze trends, and leverage insights to enhance service strategies and prevent recurring issues.

Training and Development

Develop and implement customer service training programs to enhance service excellence across the organization.

Coordinate with product and service teams to gather customer feedback and contribute to the continuous improvement of offerings.



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