Customer Service Manager📣 Job Ad

About the Role

Futu Holdings is seeking an experienced, data-driven Customer Service Manager to join our team in Riyadh. This full-time role involves building, leading, and motivating a team of Customer Success Specialists. The manager will be responsible for ensuring the team delivers exceptional service, drives key business outcomes in customer retention, expansion, and satisfaction. This position requires a leader who is also a strategist, process optimizer, and a key cross-functional collaborator.

Team Leadership and Development

• Lead and manage a team of customer service representatives, providing direction, mentorship, and performance management.
• Foster a positive and collaborative team environment to achieve high levels of customer satisfaction and enhance team effectiveness.
• Design and deliver comprehensive training programs for customer service representatives to enhance their skills and knowledge.
• Provide ongoing coaching and performance feedback to promote continuous improvement and professional growth within the team.

Customer Engagement and Resolution

• Oversee escalated customer inquiries and complaints, ensuring timely and effective resolution.
• Cultivate and maintain strong relationships with clients to understand their needs and concerns.
• Analyze client feedback and implement strategies to drive improvements in customer satisfaction.
• Analyze client interaction data and feedback to proactively identify potential opportunities for upsell, cross-sell, or product expansion, leading the team to drive these conversions.

Operational Excellence and Strategy

• Identify and implement process improvements within the customer service department.
• Develop and enforce best practices to streamline workflows and enhance operational efficiency.
• Regularly review and update customer service policies and procedures to ensure alignment with industry standards and organizational goals.
• Focus on designing and optimizing end-to-end customer conversion pathways, including workflows for lead identification, value demonstration, and renewal/expansion procedures.
• Prepare and analyze reports on key performance indicators (KPIs) related to customer service.
• Utilize data analysis to identify trends and areas for improvement, making strategic recommendations to enhance service delivery and operational effectiveness.

Cross-functional Collaboration and Compliance

• Collaborate with other departments, such as operations, compliance, and sales, to address client concerns and resolve issues efficiently.
• Communicate effectively with internal stakeholders to ensure a cohesive and seamless customer experience.
• Ensure that all customer service activities comply with relevant regulations and company policies.
• Stay informed about industry regulations and updates related to customer interactions, and proactively implement changes to maintain compliance.

Required Experience

Candidates should possess 5-10 years of experience in customer service management or a related field.