Manager Customer Service

About Red Sea Global and The Red Sea Utilities Company

Red Sea Global (RSG) is a prominent developer of regenerative tourism destinations. The Red Sea Utilities Company (TRSUC), a subsidiary of RSG, provides integrated utility services for RSG’s flagship developments, including The Red Sea Project and Amaala. TRSUC delivers essential services such as renewable energy, water desalination, wastewater treatment, solid waste management, district cooling, and telecommunications infrastructure. TRSUC is committed to pioneering off-grid, renewable utility systems to power RSG’s destinations entirely by clean energy, aligning with Saudi Arabia’s Vision 2030 for sustainable development.

Role Overview: Manager - Customer Service

The Manager - Customer Service is responsible for the leadership, performance, and continuous improvement of customer care operations for the utility company. This full-time role focuses on ensuring efficient handling of customer inquiries, service requests, complaints, and incidents. The position aims to deliver a consistent, high-quality customer experience across all service channels, overseeing customer contact operations and service request management.

Key Responsibilities

• Manage daily customer care operations across all channels, including call center, email, web portals, and digital platforms.
• Ensure effective handling of customer inquiries, service requests, complaints, and outage-related communications.
• Oversee customer request intake, logging, prioritization, and tracking through CRM and customer information systems (CIS).
• Ensure customer care services are delivered in accordance with approved Service Level Agreements (SLAs) and performance targets.

Operational Duties

• Establish and maintain standardized processes for service requests, complaints, and escalations.
• Ensure timely coordination with control rooms, operations, and field teams for resolution of customer issues.
• Oversee management of escalated and sensitive customer cases with potential regulatory or reputational impact.
• Ensure accurate documentation, closure, and customer communication throughout the request lifecycle.

Required Experience

Candidates should possess 5-10 years of relevant experience in customer service management, preferably within a utilities or related industry. The role requires coordination with operations, control rooms, and field teams to ensure timely resolution of customer issues in line with service level agreements (SLAs), regulatory requirements, and company standards.

Application Process

Interested candidates are invited to apply for this full-time position. Salary details will be disclosed during the interview process.