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    Closed or Expired Job Posting This job posting is closed or has expired and is no longer open for applications.

    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.

    Skills

    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:
    Employee
    Monthly Salary Range:
    Unspecified
    Number of Vacancies:
    1
    Job Ref.:
    JB1778570

    Preferred Candidate

    Career Level:
    Management
    Years of Experience:
    Unspecified
    Residence Location:
    Riyadh,Saudi Arabia
    Gender:
    Male
    Degree:
    Bachelor's degree / higher diploma
    Age:
    Unspecified