Manager Customer Service📣 Job Ad

About the Role

The Red Sea Utility Company is seeking a Manager - Customer Service to lead and continuously improve customer care operations. This full-time role, based in Riyadh, involves ensuring efficient handling of customer inquiries, service requests, complaints, and incidents across all service channels, while delivering a consistent, high-quality customer experience. The position oversees customer contact operations and coordinates with various internal teams to resolve issues in line with service level agreements and company standards.

Key Responsibilities

• Manage daily customer care operations across all channels, including call center, email, web portals, and digital platforms.
• Oversee the intake, logging, prioritization, and tracking of customer requests through CRM and CIS.
• Establish and maintain standardized processes for service requests, complaints, and escalations.
• Ensure timely coordination with control rooms, operations, and field teams for issue resolution.
• Manage escalated and sensitive customer cases with potential regulatory or reputational impact.
• Define, monitor, and report on customer care KPIs, including response times, resolution times, first-contact resolution, and customer satisfaction.
• Lead, coach, and manage customer care supervisors, team leaders, and agents, ensuring appropriate staffing and competency levels.
• Ensure effective use of CRM, CIS, outage management systems, and customer communication tools.
• Act as the primary interface between customer care and other utility operations, including billing and field services.
• Ensure compliance with customer service regulations, codes of practice, and contractual obligations.

Performance Management and Improvement

This role involves analyzing trends, recurring issues, and root causes to support operational and service improvements. The Manager will prepare regular performance reports and dashboards for senior management and regulators, driving initiatives to enhance efficiency, service quality, and customer satisfaction. Support for system enhancements, automation, and digital self-service initiatives is also a key aspect of this position.

Leadership and Team Development

The Manager - Customer Service is responsible for establishing training, quality assurance, and performance management frameworks for customer care staff. This includes promoting a customer-centric culture, accountability, and a continuous improvement mindset within the team. The role also involves coordinating customer communications during outages, planned works, and major incidents.

Qualifications and Experience

• A minimum of 10 years of experience in customer service operations.
• Demonstrated leadership experience in managing customer care teams.
• Proven ability to manage customer complaints in line with regulatory requirements and escalation procedures.
• Experience with CRM, CIS, and outage management systems.
• Strong analytical skills to identify customer-related risks and support mitigation actions.

Application Process

Candidates interested in this full-time position are invited to apply. Salary details will be discussed during the interview process.