Customer Experience & Service Manager📣 إعلان

About the Role

Transit Petroleum Services Company is seeking a Customer Experience & Service Manager to join its team in Riyadh. This full-time role is central to leading and developing the company's customer service and customer experience system. The primary objective is to elevate customer satisfaction levels, enhance service quality, and refine the mechanisms for handling inquiries, complaints, and reports across various communication channels. The position requires 5-10 years of practical experience in a relevant field.

Key Responsibilities

• Manage and develop customer service and call center operations.
• Develop the customer journey and improve the overall customer experience at Transit stations and services.
• Establish customer service standards and procedures, and monitor their consistent compliance.
• Supervise the handling of customer complaints and reports, ensuring quick response times and effective resolution.
• Analyze customer feedback to identify opportunities for improvement, coordinating closely with relevant internal departments.
• Develop and measure Key Performance Indicators (KPIs) and customer satisfaction levels to track progress.
• Monitor call quality and assess the performance and development needs of the customer service team.
• Prepare periodic reports and submit recommendations and initiatives aimed at enhancing the customer experience.
• Develop communication channels and leverage digital solutions and modern technologies within customer service operations.

Required Qualifications

• Bachelor's degree in Business Administration, Marketing, Public Relations, or a closely related field.
• Practical experience in customer service or customer experience, with a preference for candidates who have held supervisory or managerial positions.
• Experience in complaints management, customer satisfaction measurement, and the development of performance indicators.

Essential Skills and Attributes

• Strong leadership, analytical, and communication skills.
• Ability to develop robust procedures and effectively convert customer feedback into actionable improvement initiatives.
• Proficiency in using Customer Relationship Management (CRM) systems and other related technologies.
• A commitment to building an excellent customer experience and developing service systems that accurately reflect Transit's quality and identity, thereby enhancing customer satisfaction and loyalty.

Location and Work Type

This is a full-time position based in Riyadh, Saudi Arabia.

Application Information

Transit Petroleum Services Company invites qualified candidates to apply for this role. Salary details will be discussed during the interview process.