Customer Services Manager📣 Job Ad

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

Job Objective:
Lead and manage the customer service department to ensure an exceptional customer experience while enhancing customer satisfaction and retention in alignment with organizational goals.

Responsibilities:

• Direct supervision of the customer service team and organizing work schedules.
• Develop and continuously improve customer service policies and procedures.
• Monitor key performance indicators (KPIs) and measure customer satisfaction levels.
• Handle complaints and escalations professionally and promptly.
• Train and develop the team to enhance their competencies.
• Prepare regular reports for senior management.
• Coordinate with other departments to ensure a seamless customer experience.
• Propose innovative solutions to improve service and increase loyalty.

Qualifications and Requirements:

• Bachelor's degree in Business Administration or a related field.
• Experience of 3-5 years in customer service, including supervisory experience.
• Strong leadership and organizational skills.
• Excellent communication skills in Arabic and English.
• Ability to handle work pressure and make decisions.
• Proficient in using CRM systems and computer applications.

Personal Skills:

• Fluency and good presentation skills.
• Quick problem-solving abilities.
• Proactive attitude.
• Attention to detail.

We are looking for a Customer Service Supervisor to join our team, to oversee all customer service channels and ensure the delivery of a seamless and distinguished experience for customers.

🔹 Tasks and Responsibilities:

• Supervising the customer service team and ensuring compliance with quality standards.

• Following up on customer inquiries and complaints and resolving them promptly and professionally.

• Training and developing the team to enhance communication and problem-solving skills.

• Preparing and analyzing regular reports on team performance and customer satisfaction levels.

• Coordinating with other departments to ensure a comprehensive experience for customers and improve processes.

• Proposing initiatives to improve customer experience and elevate service levels.

🔹 Required Qualifications:

• Diploma or Bachelor's degree in Business Administration, Marketing, or a related field.

• At least 3 years of experience in customer service, preferably in the restaurant or hospitality sector.

• Supervisory experience of no less than one year.

• Fluency in English

• 🔹 Required Skills:

• • Strong verbal and written communication skills.

  • Ability to solve problems and make decisions quickly and effectively.

  • Leadership skills and team management.

  • Proficiency in using Customer Relationship Management systems and data analysis.

  • High organization and ability to work under pressure.