Customer Service Manager

About the Role

Transit Stations Company is seeking a Customer Service Manager to join their team in Riyadh. This full-time role involves leading the customer service department and enhancing the overall customer experience across the company's facilities.

Key Responsibilities

• Manage the customer service department and call center, overseeing daily operations.
• Develop and implement customer service strategies and procedures to improve customer experience and satisfaction.
• Supervise the reception and processing of complaints and reports, coordinating with relevant departments for resolution.
• Establish and develop service quality standards and Service Level Agreements (SLAs).
• Monitor customer service team performance, evaluating response levels and complaint handling quality.
• Develop Customer Relationship Management (CRM) systems and enhance mechanisms for recording and tracking complaints.
• Analyze customer complaints to identify recurring issues and develop solutions and corrective actions.
• Coordinate with operations management and other departments to improve service quality at stations.
• Prepare periodic reports and dashboards, submitting recommendations to senior management.
• Develop training and development plans for the customer service team to enhance operational efficiency.
• Supervise various communication channels, including phone, email, and digital platforms.
• Lead continuous improvement initiatives focused on enhancing the customer experience across all company facilities.

Qualifications and Experience

• Bachelor's degree in Business Administration, Marketing, or a related field.
• A minimum of 5 years of practical experience in customer service, with at least two years in a supervisory or managerial position.
• Demonstrated experience in managing call centers and customer service teams.
• Advanced knowledge of Customer Relationship Management (CRM) systems and call center systems.

Required Skills

• Ability to develop operational procedures, measure service quality, and analyze data.
• Strong leadership skills for team management and performance development.
• Excellent problem-solving skills, including managing customer complaints and handling critical situations.
• Proficiency in preparing reports and presentations, and using Microsoft Office applications.

Work Environment

This is a full-time position based in Riyadh, where the Customer Service Manager will lead a dedicated team focused on delivering high-quality customer interactions within the company's operational framework.

Application Process

Qualified candidates are invited to apply for this role to contribute to enhancing customer service excellence at Transit Stations Company.