Position: Customer Experience Specialist

Company overview:

NEOM is an accelerator of human progress and a vision of what a new future might look like. A region in northwest Saudi Arabia on the Red Sea, NEOM is being built from the ground up to include hyperconnected, cognitive cities, ports, next-generation infrastructure and industries, enterprise zones, research centers, sports and entertainment venues and tourist destinations.

As a destination, it will be a home for people who dream big and want to be part of building a new model for exceptional livability, creating thriving businesses and reinventing environmental conservation.

As a workplace, it is a place for people who share our core values of care, curiosity, diversity, passion, respect, and becoming a catalyst for change.

Are you ready to help NEOM find solutions to the world’s most pressing challenges? Are you prepared to create a lasting legacy that benefits generations to come? Then we want to hear from you!

Role overview:

The Customer Experience Specialist will play a crucial role in overseeing the Land Mobility contact center, ensuring the highest standards of customer satisfaction and operational efficiency. This position will be responsible for developing customer experience (CX) related processes, procedures, and policies while identifying and addressing CX requirements and ensuring compliance with NEOM and Land Mobility standards. This role is aimed at enhancing the overall customer journey through effective management and continuous improvement initiatives. 

Requirements Summary:

Strategic Role:

• Foster a seamless and positive customer experience across all touchpoints, leveraging customer feedback and data to identify trends and areas for enhancement. 
• Collaborate with various Land Mobility business areas to establish and implement strategies for improving customer satisfaction and delivering an integrated experience. 
• Assist in the development and execution of customer experience improvement projects, ensuring alignment with Land Mobility initiatives. 
• Support creating and refining customer service policies and procedures to deliver consistent, high-quality services.

Operations:

• Lead in daily operations of the contact center, ensuring that customer service representatives adhere to Land Mobility standards while addressing customer inquiries and issues effectively. 
• Assist in managing complex customer complaints or escalations while ensuring timely resolution and adherence to legal and ethical standards. 
• Utilize available systems and tools to enhance service delivery and track customer interactions and experiences.
• Develop and maintain a Land Mobility service catalog and a knowledge base to support the contact center team in providing up-to-date and accurate information. 

Communication

• Facilitate clear and effective communication between customers and internal teams to address customer needs promptly. 
• Collaborate with customer service representatives to ensure they are well-informed, trained, and motivated to provide exceptional services. 
• Communicate customer service objectives and priorities to team members, fostering a customer-centric culture within the organization. 

Monitoring & Reporting

• Monitor customer interactions and case progress to maintain a high level of service quality. 
• Maintain accurate documentation of customer service activities, including feedback and metrics, to inform ongoing improvements. 
• Analyze customer service performance metrics, identifying trends and proposing actionable insights to management for enhancements. 
• Ensure ongoing monitoring of the Key Performance Indicators (KPIs) and report to the senior management, including the improvement plans. 

Knowledge, Skills and Experience

• Strong analytical skills to assess customer behavior and preferences through feedback and data analysis. 
• Excellent organizational and multitasking abilities, with keen attention to detail. 
• Ability to communicate with diverse stakeholders effectively, both verbally and in writing. 
• Proficient in Microsoft Office, CRM software, and other relevant tools to support customer service functions. 
• Familiarity with customer service and service quality methodology and best practices.

Strong problem-solving skills with the ability to think critically and make informed decisions. 

Qualifications

• A bachelor’s degree in business administration, communications, or a related field is preferred. 
• 3-4 years of experience in customer service or a related field, preferably in a contact center environment.
• Certification in the customer experience field would be preferred but optional.  
• Knowledge of customer experience principles and frameworks is advantageous. 
• High proficiency in both Arabic and English, with excellent verbal and written communication skills.