Customer services manager Jobs in Saudi Arabia

About the Role
We are seeking an experienced and proactive Customer Service Manager to lead and develop our customer service operations. The successful candidate will be responsible for managing customer service agents, implementing effective customer service systems and processes, monitoring team performance through KPIs, and driving continuous improvement in customer satisfaction and operational efficiency.

Key Responsibilities

• Team Leadership & Management: Supervise, coach, and support customer service agents to achieve performance targets. Develop team schedules and ensure adequate coverage across operating hours. Conduct regular performance reviews, one-on-one meetings, and training sessions. Foster a customer-centric culture and maintain high service standards.
• Customer Service Operations: Design, implement, and improve customer service processes, SOPs, and workflows. Establish service quality standards and ensure consistent customer experience across all communication channels. Handle escalated customer complaints and resolve complex customer issues. Monitor response times, resolution times, and service quality metrics.
• Performance Management & Reporting: Develop and manage customer service KPIs and dashboards. Analyze agent performance, productivity, customer satisfaction, and service trends. Generate weekly and monthly reports with actionable recommendations. Implement quality assurance programs, call audits, and customer feedback systems.
• CRM & Systems Management: Manage and optimize CRM systems to improve customer engagement and service efficiency. Utilize CRM data to track customer interactions, agent performance, and service outcomes. Support implementation and enhancement of customer service technologies. Experience with HubSpot or similar CRM platforms is highly preferred.
• Continuous Improvement: Identify opportunities to improve customer experience and operational efficiency. Recommend and implement automation, reporting tools, and workflow improvements. Develop customer journey mapping and service improvement initiatives. Collaborate with Operations, Marketing, and IT teams to enhance customer engagement.

Qualifications & Requirements

• Bachelor's degree in Business Administration, Customer Service Management, Marketing, Operations Management, or a related field.
• Minimum 2–4 years of experience in customer service management or customer experience leadership. Proven experience managing customer service teams and performance metrics. Experience implementing customer service systems, KPIs, and reporting frameworks.
• Experience with CRM systems; HubSpot experience is highly desirable.

Skills

• Strong leadership and people management skills.
• Excellent communication and problem-solving abilities.
• Strong analytical and reporting skills.
• Ability to develop SOPs, KPIs, and performance management systems.
• Advanced proficiency in Excel, Google Sheets, and CRM reporting tools.
• Experience in customer journey analysis and service quality management.
• Fluent in English; Arabic is an advantage.

Join Alcon as a Customer Service Manager!
Alcon is a global leader in eye care, dedicated to improving quality of life through innovative vision solutions. In this role, you will play a key part in delivering exceptional customer experiences by leading our local Customer Operations teams and supporting Alcon’s transformation toward intelligent, customer‑centric service centers aligned with the GEM Supply Chain strategy.

Responsibilities:

• Lead and coach Customer Operations teams across Surgical and Vision Care.
• Oversee end‑to‑end processes including pre‑order, order/delivery, and returns.
• Collaborate closely with regional and local stakeholders to monitor service performance and KPIs.
• Drive continuous improvement, automation, and compliance initiatives for high service levels.
• Manage distributor relationships and customer satisfaction.

Qualifications:

• University degree or equivalent business experience.
• 3–5 years of proven leadership experience, ideally in Customer Operations, OTI, or Supply Chain.
• Strong people management skills within a matrix organization.
• Experience driving change and leading cross‑functional projects.
• Fluency in English and local languages.
• Strong SAP (OTI modules) and financial cost analysis skills.

Why Alcon?
At Alcon, you will thrive by putting customers first, challenging the status quo, and leading with purpose. Join our team to foster innovation, maintain high standards of quality, and build strong relationships.

Join Alcon as a Customer Service Manager!
Alcon is a global leader in eye care, dedicated to improving quality of life through innovative vision solutions. In this role, you will play a key part in delivering exceptional customer experiences by leading our local Customer Operations teams and supporting Alcon’s transformation toward intelligent, customer‑centric service centers aligned with the GEM Supply Chain strategy.

Responsibilities:

• Lead and coach Customer Operations teams across Surgical and Vision Care.
• Oversee end‑to‑end processes including pre‑order, order/delivery, and returns.
• Collaborate closely with regional and local stakeholders to monitor service performance and KPIs.
• Drive continuous improvement, automation, and compliance initiatives for high service levels.
• Manage distributor relationships and customer satisfaction.

Qualifications:

• University degree or equivalent business experience.
• 3–5 years of proven leadership experience, ideally in Customer Operations, OTI, or Supply Chain.
• Strong people management skills within a matrix organization.
• Experience driving change and leading cross‑functional projects.
• Fluency in English and local languages.
• Strong SAP (OTI modules) and financial cost analysis skills.

Why Alcon?
At Alcon, you will thrive by putting customers first, challenging the status quo, and leading with purpose. Join our team to foster innovation, maintain high standards of quality, and build strong relationships.

Position Summary:
Our client is seeking a technical expert with deep understanding and practical experience in the Model as a Service (MaaS) field for the Saudi Riyadh project. You will be on-site as the bridge connecting customer business needs with LLM capabilities. Your key responsibility is to understand how customers use models, diagnose performance in specific scenarios, and collaborate with internal teams for targeted optimization to achieve the best balance of effect and cost, while utilizing language skills to optimize Arabic-related model tasks.

Responsibilities:

• Model Application Analysis and Diagnosis: Analyze LLM performance in inference, generation, and moderation, and replicate customer-reported bad cases.
• Model Optimization and Tuning Support: Provide optimization suggestions like Prompt Engineering and Finetuning; collaborate with internal teams on model tuning, especially for Arabic processing.
• Front-line Technical Support and Consulting: Provide professional technical support on MaaS platform usage, model selection, API calling, and cost optimization.
• Performance and Cost Monitoring: Monitor key performance indicators (such as TPM, TTFT, success rate) and provide cost-effective model combination strategies.
• Cross-Cultural Communication and Collaboration: Utilize language advantages to accurately understand customer needs in Arabic scenarios, ensuring lossless communication.

Qualifications:

• LLM-related project experience (such as model evaluation, development, optimization, or technical support); experience in MaaS platforms or large AI companies is preferred.
• Deep understanding of underlying LLM logic (Transformer, Tokenization, inference processes); experience in Prompt Engineering; familiar with model evaluation metrics and knowing deep learning on mainstream frameworks (TensorFlow, PyTorch).
• Language: Mandarin: Native speaker level, used for highly efficient internal team collaboration. English: Fluent in spoken and written English, capable of participating in technical communication and reading/writing technical documents. Proficient in Arabic reading and writing, capable of processing and analyzing Arabic language.
• On-site resident support at customer site; short-term business travel may be required.
• Able to accept 7x24 on-call schedules, responding quickly to urgent customer needs.
• Respect and understand local Saudi laws, regulations, business culture, and social customs.
• Possess a high awareness of data security and privacy protection, strictly complying with company and customer data regulations.