Call Center jobs in Saudi Arabia

As the Customer Care Manager- CRM, you will lead the contact center team to enhance customer experience, foster a culture of service excellence, and drive strategic initiatives to improve performance and satisfaction. You will play a key role in optimizing communication channels and ensuring seamless customer interactions across Aster Retail. Contact Centre & Team Management: • Lead and manage call center agents, ensuring high performance, motivation, and adherence to KPIs. • Oversee 24/7 contact center operations, ensuring seamless customer service delivery across multiple communication channels (calls, chats, emails, and social media). • Develop and implement customer service strategies that align with Aster Retail’s goals. • Provide coaching, training, and performance feedback to call center agents to enhance service quality. • Monitor agent performance metrics, including response time, resolution rates, and customer satisfaction scores, and take proactive steps for improvement. • Work closely with HR for staffing, hiring, performance management, and employee engagement initiatives. • Identify areas for improvement and implement process enhancements to optimize customer interactions. Coaching & Support for Pharmacists: • Provide coaching and guidance to pharmacists handling customer inquiries to enhance communication and service quality. • Ensure pharmacists are well-trained on handling patient consultations, addressing customer concerns professionally, and providing accurate product and service information. • Develop customer engagement best practices tailored for pharmacy professionals to improve customer retention and satisfaction. • Collaborate with L&D teams to organize regular training sessions for pharmacists on CRM tools, patient interaction skills, and service protocols. Customer Experience & Service Excellence: • Ensure the timely resolution of customer complaints and inquiries within the set turnaround time. • Track and analyze Voice of Customer (VOC) data, including NPS scores, customer feedback, and mystery shopping results, and drive action plans to improve satisfaction. • Develop initiatives to enhance patient experience and service quality across all touchpoints. • Monitor customer interaction quality, ensuring compliance with Aster Retail's service standards and regulations. Operational & Performance Management: • Generate and analyze monthly, quarterly, and annual reports on CRM activities, customer interactions, and team performance. • Implement and oversee performance management processes, ensuring timely feedback and corrective actions. • Manage vendor relationships, including contract requisition, vendor review, and departmental billing coordination. • Organize and plan engagement and improvement activities to drive continuous service enhancement.

Education & Experience: • Bachelor’s degree with 2-4 years of experience in customer service/contact center operations, preferably in a pharmacy or healthcare setting. • Experience in managing call center teams and coaching professionals in a customer service environment. • Strong proficiency in Microsoft Office and CRM software. • Excellent English communication skills (written and spoken). • Ability to analyze performance metrics and drive process improvements. • Strong coaching and training skills, particularly for pharmacists and service agents. • Problem-solving mindset with the ability to handle escalations and customer concerns effectively. • Adaptability and flexibility to align with evolving business needs. Competencies: • Fostering Innovation | Drives a culture of continuous improvement and institutionalizes best practices by sponsoring processes and systems. • Delivering Patient Excellence | Strives for service excellence to ‘treat customers well’ by displaying an understanding of their requirements, delivering value and by communicating, keeping in mind the customer’s perspective. • Driving Collaboration | Establishes open and trusting relationships to drive cross functional synergy, focus on achievement of collective results and respect for diversity. • Driving Results | Displays perseverance and resilience to deliver high performance. Displays accountability for results and takes timely decisions evaluating relevant sources of information. Working conditions: • Work Schedule: Full-time with rotational shifts covering 24/7 operations. • Environment: Fast-paced, office-based contact center handling high call volumes. • Shifts: Includes evenings, weekends, and public holidays as needed. • Tools: CRM software, customer databases, call center systems, and digital platforms. • Performance: Measured by response time, satisfaction scores, and resolution rates • Demands: Requires attention to detail, problem-solving, and stress management. • Collaboration: Regular interaction with operations, HR, marketing, and IT. • Growth: Ongoing training through workshops and coaching.