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Contract TypeContract TypeFull-time
Workplace typeWorkplace typeOn-site
LocationLocationRiyadh
Company Overview
The Al-Majid company for Oud was established in 1956 to create a promising market in the field of Oud trade through the wholesale sector, culminating in more than 60 years of experience in the Oud and perfume industry and its products across the Gulf market, by creating and innovating new fragrance lines that contributed to expanding the customer base and shifting towards retail trade to reach more than 380 sales platforms in the Kingdom of Saudi Arabia, Kuwait, the United Arab Emirates, Bahrain, Oman, and Qatar.

Job Objective
Supervising the customer service team and improving the quality of service provided, ensuring customer satisfaction and enhancing their loyalty to the company.

Tasks and Responsibilities
  • Developing and implementing customer service strategies that align with the company's goals
  • Managing and directing the customer service team (recruitment, training, performance evaluation)
  • Following up on customer inquiries and complaints and working to resolve them effectively
  • Continuously developing and improving customer service policies and procedures
  • Analyzing customer data and performance indicators (KPIs) such as customer satisfaction and response time
  • Coordinating with other departments (sales, marketing, operations) to enhance customer experience
  • Preparing periodic reports for senior management on customer service performance
  • Ensuring compliance with quality standards and customer service

Required Qualifications and Experience
  • Bachelor's degree in Business Administration or a related field
  • Previous experience in managing and developing customer service
  • Knowledge of Customer Relationship Management (CRM) systems

Core Skills
  • Strong leadership and management skills
  • Excellent communication skills (verbal and written)
  • Ability to solve problems and make decisions
  • Data analysis skills

Key Performance Indicators (KPIs)
  • Customer Satisfaction Level (CSAT)
  • Net Promoter Score (NPS)
  • Complaint Resolution Rate on First Contact
  • Average Response Time

Requirements

  • Requires 2-5 Years experience

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