Customer Service Manager

About the Role

Tygo is seeking a Customer Service Manager to lead and develop customer service operations in Riyadh, Saudi Arabia. This full-time role involves ensuring an exceptional customer experience across all communication channels, supervising the customer service team, and improving service quality. The manager will be responsible for resolving customer complaints to enhance satisfaction and strengthen customer loyalty.

Key Responsibilities

• Supervise the customer service team, monitor performance, and ensure operational targets are achieved.
• Manage customer inquiries and complaints related to SIM cards, telecom packages, purchases, and activation processes.
• Coordinate with telecom operators and service providers to address customer issues and ensure timely resolution.
• Develop and improve customer service policies, procedures, and the overall customer experience within the Tygo app.
• Monitor key performance indicators (KPIs), including customer satisfaction, response times, and complaint resolution rates.
• Prepare regular performance reports, analyze customer feedback, and recommend service improvements.
• Train and develop customer service team members to maintain service quality and ensure compliance with established standards.
• Oversee the development and implementation of customer service systems and tools.

Qualifications and Experience

Candidates for this position should possess 5-10 years of relevant experience in customer service management. The role requires a professional capable of overseeing customer service operations and driving improvements in customer satisfaction.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, focusing on managing customer service operations within the telecommunications sector, specifically related to SIM cards and telecom packages.