Customer Service Operations Specialist

Futu Holdings Limited; Riyadh; On-site; SAR 167,000 - 234,000; Full time

Job summary

Futu Holdings Limited in Saudi Arabia seeks a seasoned Service Operations Specialist to be the core of quality and customer experience within our service department. You will establish and maintain service standards, drive continuous improvement, and deliver actionable insights from customer feedback.

Responsibilities include quality inspections, training material development and delivery, and cross-functional collaboration with Product, Technology, and Business teams to enhance customer

Qualifications

• 2+ years in customer service, quality management, or training.
• Fluent in Arabic and English.
• Excellent presentation and training material development.
• Strong analytical and problem-solving abilities.

Responsibilities

• Quality System Management & Optimization: daily quality inspections, root cause analysis, and improvement plans.
• Training Development & Employee Enablement: onboarding and ongoing training, materials, plans, and assessments.
• Customer Experience Insights & Optimization: analyze feedback and collaborate cross-functionally to implement improvements.

Skills

Bilingual Arabic/English

Presentation skills

Communication skills

Analytical thinking

Problem-solving

Process improvement

Customer service

Training delivery

Tools

MS Office

Job description

We are seeking an experienced Service Operations Specialist to serve as the core of quality and customer experience within our service department. You will be responsible for establishing and maintaining excellent service standards. Through systematic quality monitoring, effective employee enablement, and in-depth customer insights, you will drive the continuous improvement of overall service quality and customer satisfaction.

We are seeking an experienced Service Operations Specialist to serve as the core of quality and customer experience within our service department. You will be responsible for establishing and maintaining excellent service standards. Through systematic quality monitoring, effective employee enablement, and in-depth customer insights, you will drive the continuous improvement of overall service quality and customer satisfaction.

Key Responsibilities

1. Quality System Management & Optimization

• Conduct daily quality inspections and scoring of service tickets, perform root cause analysis, and propose improvement plans
• Be responsible for the establishment, implementation, and iteration of the quality inspection processes and standards within the service department to ensure unified service quality

2. Training Development & Employee Enablement

• Conduct new hire onboarding training and ongoing skill enhancement programs for existing staff, developing training materials, creating training plans, and organizing assessments based on business needs
• Deliver targeted training sessions and case study sharing based on business requirements and quality inspection findings

3. Customer Experience Insights & Optimization

• Respond to, collect, and analyze customer feedback and suggestions to identify experience pain points and translate them into actionable optimization requirements
• Collaborate with cross-functional teams (e.g., Product, Technology, Business) to drive the implementation of experience improvement initiatives and monitor their effectiveness

Requirements

• Minimum of 2 years of experience in customer service, quality management, or training. Experience in the financial or securities industry is a plus
• Language Skills: Proficient in both Arabic and English as working languages.
• Excellent presentation and communication skills, with the ability to independently develop training materials and deliver effective training sessions
• Strong analytical and problem-solving skills, with a proactive approach to identifying and driving process improvements
• Proficient in MS Office suite, with outstanding cross-team communication and collaboration abilities
• High attention to service details, with a deep understanding of, and sensitivity to, customer experience