Overview of the Role

The Tam Al-Mostaqbal for Contracting Foundation seeks a Customer Service Manager to join its team in Sakaka, al-Jouf. This role aims to plan, direct, and coordinate the activities of the customer service department, with a focus on developing service standards to ensure meeting customers' needs and expectations. The job holder is responsible for managing inquiries and complaints escalated directly.

Main Tasks and Responsibilities

• Effectively manage the customer service department within the facility.
• Develop customer service policies and standards and supervise their implementation to ensure service quality.
• Analyze sources of recurring issues in customer service, identify potential solutions, and coordinate resources to improve services.
• Handle customer complaints or inquiries that are escalated, and take necessary actions such as issuing assistance orders, refunding payments, paying compensations, or any other corrective actions.
• Guide the customer service team and provide support and guidance to help serve customers effectively.
• Prepare and implement customer satisfaction measurement surveys and collect statistics related to customer service to analyze performance.

Service Development and Improvement

This role is pivotal in leading efforts to develop and improve the customer experience. This includes identifying weaknesses in the service, proposing innovative solutions, and applying best practices to continuously raise customer satisfaction. The role requires the ability to think analytically to turn data into actionable plans.

Handling Complaints and Inquiries

The primary responsibilities involve dealing with complex cases that require direct intervention. The Customer Service Manager must be able to resolve disputes effectively, make quick and appropriate decisions to ensure customer satisfaction, while adhering to the organization's policies and procedures.

Qualifications and Experience

• Experience ranging from 0-1 year in customer service or related operations management.
• Ability to lead and guide a team.
• Excellent communication and problem-solving skills.

Job Details

This is a full-time position based in Sakaka, al-Jouf. Salary will be determined based on experience and qualifications after the interview.