Customer Service Manager

About the Role

Futu Holdings is seeking an experienced and data-driven Customer Service Manager to build, lead, and motivate a team of Customer Success Specialists in Riyadh, Riyadh. This full-time role requires 5-10 years of relevant experience and focuses on ensuring exceptional service delivery, driving customer retention, expansion, and satisfaction. The manager will serve as a people leader, strategist, process optimizer, and key cross-functional collaborator.

Key Responsibilities

• 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.
• 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 opportunities for upsell, cross-sell, or product expansion, leading the team to drive these conversions.

Strategic Process Improvement

• 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.
• Design and optimize end-to-end customer conversion pathways, including workflows for lead identification from service interactions, best practices for value demonstration, and renewal/expansion procedures.

Training and Development

• 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.

Performance Reporting and Compliance

• 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.
• 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.

Cross-Departmental Collaboration

The Customer Service Manager will collaborate with other departments, such as operations, compliance, and sales, to address client concerns and resolve issues efficiently. Effective communication with internal stakeholders is essential to ensure a cohesive and seamless customer experience.