Customer Services Regional Manager

3 days ago

Jeddah, Makkah Province, Saudi Arabia International Water Distribution Co. (Tawzea) Full time

Responsibilities:


• Assists with budget preparation for the Customer Service department and manages the assigned budget.


• Assists with drafting, implementing, and executing policies and procedures to facilitate a quality customer service experience.


• Monitors performance metrics for customer service representatives and supervisors and prepares monthly reports summarizing the team performance.


• Monitors issues and trends related to customer complaints and inquiries, and analyze the impact on customers experience, and prepares summarizing monthly reports.


• Oversees the training and performance evaluations processes for both current and new team members.


• Identifies opportunities to update or improve customer service procedures and makes recommendations to the line manager.


• Oversees the daily workflow of the team.

Requirements:


• Minimum of 10 years of experience, with 5 years of management or supervisory experience in customer service in water sector.


• Extensive knowledge of customer service procedures and principles.


• Excellent leadership and interpersonal skills.


• Good understanding of management practices and techniques.


• Strong analytical and problem-solving skills.


• Outstanding written and verbal communication skills.


• Good command of English, written and spoken.


• Proficiency in Microsoft Office and customer service software.

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