Customer Services Director

؜ - ؜السعودية ؜ -

تفاصيل الوظيفة

Funciones
* The Customer Service Director is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service and the strategic Development of operational requirements, processes and technology, to deliver key service outcomes for customers.
* The role has significant levels of responsibility and accountability for operational delivery.
* The Customer Service Director is responsible for identifying and developing all culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions across multiple channels (Front and Back office. Telephone. Email. Online. Live Chat. Video, Social Media, Correspondence...).
* Create a culture and processes which achieve the business goals and objectives with regards to their customer service.
* Define, negotiate and agree with the effective utilisation of resources in line with service specifications, working with, or being responsible for resource planning and MI teams to plan the required resource in conjunction with business objectives and service level agreements.
* Create effective customer service procedures, policies, and standards.
* Reduction of the cost to serve and enhance the First Call Resolution.
* Empower and Engage the Customer Service Team.
* Strategically lead and develop a senior operational team to enhance performance by setting clear accountable performance measures.
* Responsible for Profit and Loss, or Profit Centre/Cost Centre Budgets.
* Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.
* Identify new tools and technologies to better serve the customer.
* Drive better sales through service
* Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Board/Senior Stakeholder Peers.
* Act as the Voice of the Customer across the organisation.
* Identifying and providing feedback through ‎1:1s, effective use of personal development plans and
provision of coaching & development opportunities.
* Work effectively with all peers and the board/stakeholders Commercial and Finance, Marketing,
Operations to negotiate and influence customer improvements.
* Continually develop improvements and embed successful change projects.
* Partner with Client relations to optimise existing Client profitability through business planning and collaboration and deliver increased revenue streams.


Contrato & Condiciones
* Attractive conditions.


Experiencia
* At least ‎5 years in the Water Industry field.
* Extensive experience in managing operational customer service teams.
* Proven Management and/or relationship management experience at a senior, strategic level role. Established track record of exceeding targets, KPI's SLA's, in quality led, legislative compliant environment.


Formaci on
* Bachelor Degree.


Requisitos
* Fluent English.
* Willing to be located in Saudi Arabia.
* Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
* Able to interpret MI/BI and develop strategy and make recommendations.
* Demonstrate ability to motivate and communicate with others at all levels.
* Influential relationships skills at all. Able to use these relationships to deliver Service improvements.
* Excellent communication and negotiation skills.
* Able to adapt and succeed in a changing environment.
* Evidence of well-developed leadership skills.

ملخص الوظيفة

  • المُعلن : Select-Ing
  • تاريخ الإعلان : 05/11/2022
  • نوع العمل : -
  • مستوى الخبرة : -
  • المستوى التعليمي : -
  • الراتب : -
  • الهاتف : -

وظائف أخرى مثل هذه الوظيفة

جدة
05/09/2022

**Contract type** **Regular / Permanent** **** **WHO WE ARE** The AMECA BU teams ' contribute to the development of our business and provides water and waste management solutions that enable cities optimize their resource management and strengthen their environmental and economic performances, in…

القاهرة
29/04/2022

Req ID:212047 We create smart innovations to meet the mobility challenges of today and tomorrow. We design and manufacture a complete range of transportation systems, from high-speed trains to electric buses and driverless trains, as well as infrastructure, signalling and digital mobility solutions…

دبي
29/04/2022

Roles and Responsibilities * Answer all incoming calls related to general enquiries on insurance policies following the Company guidelines and protocols * Routing calls to various departments depending on the requirement of the call * Updating the details of every call attended on the system …

القاهرة, القاهرة الجديدة - التجمع
24/01/2023

مطلوب شباب وبنات للعمل خدمه عملاء في معرض سيارات بالتجمع الاول مرتب مجزي +عمولات

الرياض, اشبيلية
23/01/2023

We are Recruitment office, looking for customer services assistant

Al Riyadh, Ishbiliyah
13/07/2023

We are a recruitment agency looking for a Non-Saudi female customer services personal... Applicant should be active & fast learner.. Please send your CV below Email. [email protected]

Al Riyadh, Ishbiliyah
26/08/2023

مطلوب موظف/ه مطلوب موظف/ه خدمة عملاء للعمل لدى مكتب استقدام 1- يجيد برامج الكمبيوتر 2- يجيد التعامل مع العملاء 3-يفضل من لديه خبرة في مجال الاستقدام الموقع الرياض ترسل السيرة الذاتيه على الايميل [email protected]

Dubai, Al Nahda
17/12/2023

Responsibilities: Customer Support: Respond to customer inquiries and concerns via phone, email, chat, or in-person in a courteous and efficient manner. Issue Resolution: Investigate and resolve customer complaints or issues promptly and effectively, ensuring customer satisfaction. Product Knowledg…

جدة
25/06/2022

Job Description Our Client: A last-mile distribution company is looking for a Shared Services Director in human resources, business information systems, information security, engagement, and internal communication as well as administrative affairs. Your Role: In addition to the development of the s…

الرياض
03/05/2022

The opportunity Project: Mace have been shortlisted to bid for one of several delivery partner roles for a major project, this is a transformational project that will be built in Riyadh, will be responsible for developing and hosting future international events, such as stadium, elite sports centre…

Language: English