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, regulatory requirements, and company standards.

Key Responsibilities

• Manage daily customer care operations across all channels, including call centers, email, web portals, and digital platforms.
• Ensure effective handling of customer inquiries, service requests, complaints, and outage-related communications.
• Oversee customer request intake, logging, prioritization, and tracking using CRM and customer information systems (CIS).
• Establish and maintain standardized processes for service requests, complaints, and escalations, coordinating with control rooms, operations, and field teams for timely resolution.
• Manage escalated and sensitive customer cases, ensuring accurate documentation, closure, and communication throughout the request lifecycle.
• Define, monitor, and report on customer care KPIs, including response times, resolution times, first-contact resolution, customer satisfaction, and complaint volumes.
• Analyze trends and root causes to support operational and service improvements, preparing regular performance reports for senior management and regulators.
• Lead, coach, and manage customer care supervisors, team leaders, and agents, ensuring appropriate staffing and competency levels.
• Establish training, quality assurance, and performance management frameworks for customer care staff.
• Ensure effective use of CRM, CIS, outage management systems, and customer communication tools, supporting system enhancements and digital self-service initiatives.
• Act as the primary interface between customer care and utility operations, control rooms, billing, and field services.
• Coordinate customer communications during outages, planned works, and major incidents.
• Ensure compliance with customer service regulations, codes of practice, and contractual obligations, managing complaints in line with regulatory requirements.
• Identify customer-related risks and support mitigation actions, advocating for service improvements and customer-focused solutions within the organization.

Qualifications and Experience

• A minimum of 10 years of experience in customer service operations, preferably within a utility or similar industry.
• Demonstrated leadership experience in managing customer care teams and operations.
• Proven ability to manage customer inquiries, service requests, and complaints across multiple channels.
• Experience with CRM and customer information systems (CIS).

Skills and Attributes

• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Analytical skills to monitor KPIs, identify trends, and drive improvements.
• Ability to manage complex and sensitive customer cases.
• Commitment to delivering high-quality customer experience.

Work Environment

This is a full-time position based in Riyadh, requiring close coordination with various internal departments including operations, control rooms, billing, and field services.

Application Process

Candidates who meet the above qualifications are encouraged to apply.