Customer Experience Leader: Escalations & Team Coaching

Confidential; Saudi Arabia; On-site; SAR 180,000 - 240,000; Full time

Job summary

Our client in Saudi Arabia is seeking a Customer Relations Manager to lead its customer service team and ensure an outstanding customer experience across all channels.

The role focuses on managing escalations, monitoring KPIs, and driving initiatives to improve service quality while coordinating with internal departments to resolve issues efficiently. Fluent in English; Arabic is an advantage.

Qualifications

• Previous experience managing a customer service or customer relations team.
• Strong leadership and communication skills.
• Experience handling customer complaints and escalations.
• Customer-focused mindset with strong problem-solving abilities.
• Experience using CRM systems.
• Excellent organizational and reporting skills.
• Fluent in English (Arabic is an advantage).

Responsibilities

• Lead and supervise the Customer Relations team.
• Ensure a high level of customer satisfaction across all communication channels.
• Manage customer complaints and complex escalations.
• Monitor team performance and customer service KPIs.
• Develop and implement initiatives to improve customer experience.
• Coordinate with internal departments to resolve customer issues efficiently.
• Prepare performance reports and recommend process improvements.
• Coach and develop team members to achieve operational excellence.
• Ensure compliance with company policies and service standards.

Skills

Leadership

Communication

Problem solving

Customer focus

Organizational skills

Reporting

Tools

CRM systems

Job description

Our client in Saudi Arabia is seeking a Customer Relations Manager to lead its customer service team and ensure an outstanding customer experience across all channels.

The role focuses on managing escalations, monitoring KPIs, and driving initiatives to improve service quality while coordinating with internal departments to resolve issues efficiently. Fluent in English; Arabic is an advantage.