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    Customer Service Development Manager

    Ministry of Labor

    Riyadh, Saudi Arabia

    Ref. JB1778570

    Job Description

    1-Support in developing the customer service strategy and action plans.
    2-Implement and execute the customer service implementation roadmap related to service development set by the CS Director General and monitor results against targets.
    3-Analyze cross channel performance reports developed by the team, ensure channels meet the set targets, and communicate with Customer Service Operations & Service Channels Senior Manager for performance shortcomings.
    4-Manage and coordinate with the relevant departments the implementation of continuous improvement of customer service processes and the CRM system across delivery channels.
    5-Oversee the development of MOL customer service training curriculum and its delivery across channels.
    6-Oversee and ensure the proper delivery of MOL internal communication updates (e.g. new/change in policy. process, other updates) to all relevant MOL departments/ entities.
    7-Coordinate with the Quality Unit in the quality evaluation results of CS delivery channels.
    8-Coordinate with the Customer Service Operations & Service Channels Manager to ensure the supply and demand of customer service related requirements are met.
    9-Manage performance of the department and motivate and develop Customer Service Development employees.
    10-Fulfill all other duties/tasks assigned by the Customer Service Director General when needed.


    1-Knowledgeable in labor laws and MOL services.
    2-Strong complex problem solving ability.
    3-Excellent leadership and team building skills.
    4-Excellent communication and interpersonal skills in Arabic and English.
    5-Ability to manage, motivate and develop staff to deliver standards.
    6-Ability to develop and propose enhancements to overall operations.
    7-Customer satisfaction driven approach.

    * Minimum Qualifications:

    - Bachelors degree in Marketing (preferred) or other business related fields.
    - Master degree preferred.

    * Minimum Experience:

    - 6-8 years related work experience in customer service management, customer care, call center operations, business processes and performance improvement.

    - Joining Date: Immediate

    Job Details

    Job Location:
    Riyadh, Saudi Arabia
    Company Industry:
    Customer Service
    Company Type:
    Employer (Public Sector)
    Job Role:
    Customer Service
    Employment Status:
    Full time
    Employment Type:
    Monthly Salary Range:
    Number of Vacancies:
    Job Ref.:

    Preferred Candidate

    Career Level:
    Years of Experience:
    Residence Location:
    Riyadh,Saudi Arabia
    Bachelor's degree / higher diploma