Customer Service Manager

Job description / Role

Company Overview

Kinetic is working with a leading technology company who are hiring a customer service manager to be based in Riyadh.

Please note that you must meet all the criteria set out below for your application to be considered. Suitable candidates will be contacted within 5 working days. If you are not contacted by us within that time, please consider your application unsuccessful on this occasion.

Main Responsibilities

• Act as a point of contact for the customer service team, service delivery management team and customers.
• Build and maintain strong relationships with key stakeholders.
• Oversee the delivery of services as per agreed SLAs within the ITIL framework.
• Manage and resolve escalated customer issues promptly and effectively.
• Monitor KPIs to assess customer service performance and identify areas for enhancement.
• Continuously review and refine customer care processes to optimise efficiency and effectiveness.
• Provide regular and accurate management reporting on service performance.

Requirements

• Bachelor's degree.
• Minimum 5-10 years of experience in customer service management.
• Operational experience in incident, request, major incident and problem management.
• Proficiency in Microsoft applications.
• Strong leadership, organisational and customer service skills.
• Strong practical ITIL/ITSM skill set.
• Willingness to travel to the UAE as required.
• Excellent communication skills in English and Arabic.

About the Company

Flow Talent have been sourcing the best Banking, Technology, Financial Services & Legal professionals locally and internationally for leading organisations across the Middle East region since 2018.

Through years of experience, we know there is significant demand for highly skilled professionals and pride ourselves on having the highest calibre candidates. As a team, we strive to help our clients achieve operational and business excellence by identifying quality talent, quickly, through our collaborative approach.

Flow place professionals in the following sectors: - Banking & Financial Services - Digitalisation & Technology - Legal & Compliance

We help our clients with: - Contingent Recruitment: - Retained Recruitment - Emiratization and Saudization - Market Entry