Senior Customer Service Operations Specialist

Futu Holdings Limited; Saudi Arabia; On-site; SAR 120,000 - 240,000; Full time

Job summary

Futu Holdings Limited is seeking an experienced Service Operations Specialist to be the core of quality and customer experience within our service department. You will establish and maintain service standards to drive satisfaction across the business.

You will monitor quality, enable staff, and translate customer insights into actionable improvements to raise customer satisfaction. This role requires bilingual Arabic and English communication, CMA certification with CME documentation, and MS

Qualifications

• Minimum of 2 years of experience in customer service, quality management, or training.
• Language Skills: Proficient in both Arabic and English as working languages.
• Current KSA CMA certification and CME documentation showing completion of required Category I and Category II credits are required
• 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

Responsibilities

• 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
• 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
• 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
• Additional duties as required to maintain service quality and customer satisfaction

Skills

Arabic

English

Training materials creation

Training development

Analytical skills

Communication

MS Office

Education

KSA CMA certification

CME documentation

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.

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.
• Current KSA CMA certification and CME documentation showing completion of required Category I and Category II credits are required
• 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