Executive Customer Relations Customer Service

About the Role

Afaq Q Tech General Trading is seeking an Executive Customer Relations Customer Service Specialist to join their team in Riyadh, Saudi Arabia. This full-time role is for professionals with 2-5 years of experience who are dedicated to advocating for customer needs at the highest level, driving process improvements, and transforming escalations into opportunities for business enhancement through data-driven insights and proactive solutions.

Role Overview

The Executive Customer Relations (ECR) Specialist serves as the highest tier of customer advocacy. This position involves managing complex escalations from senior leaders, government bodies, and regulatory entities, while also identifying and resolving systematic challenges that impact customer experience. The role requires building and maintaining strategic cross-functional partnerships to drive systematic improvements across processes, policies, and support infrastructure, aiming to strengthen customer trust and prevent future escalations. This is a customer-facing, high-visibility role that requires executive presence, sound judgment, and the ability to navigate ambiguous situations where solution paths may not be well-defined. The ECR Specialist will handle executive-level and government-related customer escalations, coordinate with Legal as needed, and may lead a team of ECR associates.

Key Responsibilities

• Serve as the primary customer service point of contact for customer escalations originating from senior leaders, government bodies, and regulatory authorities.
• Handle egregious escalations and make decisions with immediate customer impact, particularly when troubleshooting and escalation pathways are not defined.
• Conduct comprehensive investigations to deliver immediate customer solutions and uncover opportunities for business enhancement.
• Represent Afaq Q Tech General Trading in external meetings with government stakeholders and regulatory bodies as required.
• Identify and respond to emerging escalations, coordinating with partner teams on response.
• Manage escalation workflows, identify potential process gaps, and deliver new mechanisms.
• Act as the local liaison between customer service and Legal on court-related cases, legal notices, and regulatory matters.

Process Improvement and Operational Excellence

• Identify systemic issues driving escalations and implement preventive solutions to reduce volume.
• Drive continuous improvement through Kaizen initiatives, eliminating barriers to accuracy, quality, and resolution speed.
• Update and create Standard Operating Procedures (SOPs) for escalation workflows.
• Utilize customer data to influence the direction of projects and improve efficiencies for partner teams.
• Develop and track key performance indicators (KPIs) for escalation resolution effectiveness.
• Educate partner teams on process gaps and collaborate to create processes addressing them.

Stakeholder Management and Communication

• Maintain a consistent level of executive presence in all internal and external interactions.
• Provide clear, concise verbal and written communication across diverse audiences, including legal, regulatory, and operational stakeholders.
• Create narratives to be shared with customers and/or stakeholders, adjusting communication style for varying audiences.
• Influence partner teams and stakeholders; coordinate cross-functional responses on escalation matters.

Experience and Qualifications

Candidates should possess 2-5 years of relevant experience. The role requires strong analytical skills, a proactive approach to problem-solving, and the ability to manage complex customer relations effectively. Experience in a customer-facing role with exposure to executive-level interactions and regulatory bodies is preferred.