Customer Care Manager

Saudiaat; Riyad Al Khabra; On-site; USD 30,000 - 50,000; Full time

Job summary

Saudiaat is seeking a Customer Service Manager to lead the customer care team and ensure high standards of service. The role requires developing policies, supervising operations, and addressing complex customer issues. Ideal candidates will have significant experience in customer service management, proficiency in CRM systems, and a strong focus on customer satisfaction.

Qualifications

• 5–7 years of customer service experience, with at least 4 years in a managerial role.
• Experience in lighting, sanitaryware, or retail sectors preferred.
• Proficient in CRM systems and have strong leadership skills.

Responsibilities

• Develop and implement customer service policies aligned with company goals.
• Supervise daily operations of the customer care team.
• Analyze customer feedback and recommend improvements to enhance satisfaction.

Skills

Leadership

Communication

Problem Solving

Customer Centricity

Education

Bachelor's degree in Business Administration

Degree in Marketing or related field

Tools

CRM systems

Microsoft Office

Job description

• Develop and implement customer service policies aligned with company goals.
• Supervise daily operations of the customer care team and provide necessary support.
• Handle complex and escalated customer issues with professionalism and urgency.
• Monitor KPIs and service metrics to track performance and drive quality improvement.
• Coordinate with internal departments (sales, logistics, technical) for smooth after-sales support.
• Manage CRM systems and ensure data accuracy and integrity.
• Deliver training, coaching, and development for the customer service team.
• Analyze customer feedback and recommend improvements to enhance satisfaction.
• Prepare and present service performance reports to senior management.
• Ensure compliance with internal policies, quality standards, and regulatory requirements.

Qualifications

Bachelor's degree in Business Administration, Marketing, or related field.

• 5–7 years of customer service experience, including at least 4 years in a managerial role.
• Experience in lighting, sanitaryware, or retail sectors is preferred.
• Strong leadership and communication skills.
• Customer-centric mindset and strong problem-solving skills.
• Proficiency in CRM systems and Microsoft Office.