Manager, Customer Care — Utilities & Field Tech

The Red Sea Development Company

Riyadh

On-site

SAR 240,000 - 360,000

Full time

9 days ago

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Job summary

The Red Sea Utility Company, a subsidiary of Red Sea Global, seeks a high-impact Manager - Customer Care to lead end-to-end customer care operations across all channels. You will ensure SLA adherence, high customer satisfaction, and effective incident resolution, while guiding a team of supervisors and agents.

Ideal candidates bring 10–15 years in utilities customer service, strong leadership, and experience with CRM, CIS, and outage management, plus a track record of process improvement and

Qualifications

Bachelor's degree in Business Administration, Engineering, or related field.
10–15 years in customer service or call center operations.
Experience with CRM, CIS, and outage management systems.
Proven leadership and stakeholder management capabilities.

Responsibilities

Lead day-to-day customer care operations across all channels.
Ensure SLAs, performance targets, and regulatory compliance.
Oversee service requests, complaints, and incident handling.
Define and monitor customer care KPIs and reporting.
Coach and develop customer care supervisors and agents.
Collaborate with IT and operations for system improvements.

Skills

Leadership

Stakeholder management

Customer service excellence

Change management

People management

Education

Bachelor's degree in Business Administration, Engineering, or related field

Tools

CRM

CIS

Outage management systems

Job description

Ideal candidates bring 10–15 years in utilities customer service, strong leadership, and experience with CRM, CIS, and outage management, plus a track record of process improvement and

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