Customer Service Project Manager

About the Role

Holool Aloula (NCBS National Company for Business Solutions) is seeking a Customer Service Project Manager to join their team in Makkah, with operations spanning Jeddah and Makkah. This full-time role is responsible for the planning, implementation, and management of customer service projects aimed at enhancing the overall customer experience and ensuring efficient front-line service delivery. The position requires 2-5 years of relevant experience.

Role Overview

The Customer Service Project Manager oversees service standards, customer guidance processes, team readiness, and operational coordination. The role ensures consistent and efficient service delivery across all customer touchpoints, focusing on continuous improvement and adherence to established customer experience standards.

Key Responsibilities

• Lead customer service projects from initial planning and mobilization through implementation and operational handover.
• Develop and implement customer service processes, procedures, and service standards.
• Coordinate the readiness of front-line teams, including staffing, training, scheduling, and operational requirements.
• Ensure customers receive accurate guidance, support, and assistance throughout their service journey.
• Monitor on-floor service delivery and ensure compliance with established customer experience standards.
• Coordinate with Operations, HR, Training, Facilities, IT, and other supporting functions to ensure operational readiness.
• Monitor customer service KPIs, SLAs, customer feedback, and overall service performance.
• Identify service gaps and implement corrective actions and continuous improvement initiatives.
• Manage customer flow, service coordination, and operational requirements to maintain an organized customer experience.
• Act as a key point of contact for clients and stakeholders throughout project implementation.
• Conduct regular operational reviews and site visits to assess service quality and identify improvement opportunities.
• Prepare project reports, performance updates, and management presentations.
• Manage project risks, issues, dependencies, and changes affecting customer service delivery.
• Ensure a smooth transition from project implementation to ongoing operations.

Experience and Qualifications

• A minimum of 4 years of experience in customer service project management or a related field.
• Proven ability to lead projects from conception to completion.
• Demonstrated experience in developing and implementing customer service processes and standards.

Work Environment

This full-time position is based in Makkah, with responsibilities extending to Jeddah. The role involves coordination across various departments and external stakeholders to ensure seamless project execution and operational excellence in customer service.

Application Process

Candidates who meet the qualifications are encouraged to apply. Salary details will be discussed during the interview process.