Customer Services Regional Manager

International Water Distribution Co. (Tawzea); Jeddah; On-site; SAR 120,000 - 150,000; Full time

Job summary

A leading water distribution company in Jeddah is seeking a qualified candidate for a managerial role in customer service. This position requires a minimum of 10 years of experience, including at least 5 years in management. Responsibilities include budget preparation, performance monitoring, and overseeing training processes. The ideal candidate should possess strong leadership and interpersonal skills alongside a deep understanding of customer service principles. This is an opportunity to lead a dynamic team and enhance customer experience in a pivotal sector.

Qualifications

• Minimum of 10 years of experience in customer service, with 5 years in a management role.
• Extensive knowledge of customer service principles and procedures.
• Excellent leadership and interpersonal skills required.

Responsibilities

• Assist with budget preparation for the customer service department.
• Monitor performance metrics for customer service representatives.
• Oversee training and performance evaluations for team members.
• Identify opportunities to improve customer service procedures.

Skills

Leadership skills

Interpersonal skills

Customer service procedures knowledge

Management practices understanding

Job description

Responsibilities

• Assists with budget preparation for the Customer Service department and manages the assigned budget.
• Assists with drafting, implementing, and executing policies and procedures to facilitate a quality customer service experience.
• Monitors performance metrics for customer service representatives and supervisors and prepares monthly reports summarizing the team performance.
• Monitors issues and trends related to customer complaints and inquiries, and analyze the impact on customers experience, and prepares summarizing monthly reports.
• Oversees the training and performance evaluations processes for both current and new team members.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the line manager.
• Oversees the daily workflow of the team.
• Monitor and follow up on collection performance to ensure timely and effective recovery of outstanding payments.

Requirements

• Minimum of 10 years of experience, with 5 years of management or supervisory experience in customer service in water sector.
• Extensive knowledge of customer service procedures and principles.
• Excellent leadership and interpersonal skills.
• Good understanding of management practices and techniques. }