Job description

To meet and exceed customer service goals as set by Management. Enhance customer service experience of web-based consumers (B2B, B2E,B2B including partnerships/stakeholders) through Customer care team.

Responsibilities

• Design and plan Customer care department KPA/KPI and annual budget.
• Recruiting and Managing the Associate Manager/Supervisors/Executives.
• He/she should be a “subject matter expert\”, from a business, operations, customer service and consumer affairs. perspective. The e-commerce Customer Service Manager will own many aspects of support, ranging from building. scripts/FAQ for phone/email / online chat to driving initiatives to improve day-to-day processes.
• He/She will oversee the day-to-day operations of the Customer Care Associates through Associate/Managers/Supervisors/Team leads.
• He/she will design & conduct formal training sessions upon initial hire as well as ongoing refresher courses.
• A performance evaluation and continuous performance enhancement process to be implemented.
• He/She will evaluate and analyze systems, i.e. email and chat service to ensure it is being used to its maximum benefit. • Report on productivity and react accordingly.
• Utilize market-leading Customer Service and web technologies to increase consumer satisfaction.
• Responsible for the day-to-day administration of Live Chat tools and other web-based consumer Affairs Technology.
• Coordinate with Growth/product, QC and marketing to design and conduct a periodic market survey.
• Periodic/regular Customer Care MIS with market and consumer behavior insights.
• Keep a close eye to Identify Consumer pain/challenges regarding customer UX in different platforms, solution gaps or improvement areas to regularly update management.
• Strictly monitor Regulatory guidelines regarding Customer/consumer rights.
• To become one point contact for Regulator/SAMA.
• Closely follow up with internal stakeholders to submit a timely response to any regulatory enquiries or complaint.
• Support product and business teams to conduct periodic surveys.
• Bring in timely update for Customer care CRM/core systems.

What we’re looking for ?

We are looking for a passionate manager, highly qualified, with effective experiences in line with the Kingdom\’s Vision 2030, to be part of our team.

•  Knowledge of banking/Insurance/E-business Customer Care (Preferably from the Insurance/Financial Segment)
•  Excellent communication and Leadership ability.
•  Degree, preferably in Business Management, or a related field.
•  Preferably with MBA.

Experience needed…

• 5-10 years of Customer care leadership Experience.
• Preferably 3-5 years working in E-Business, Banking, or Insurance.
• Proven work experience as Manager/Asst.manager in a similar role in a reputed organization in Saudi Arabia.
• Exceptional interpersonal/team-building skills including the ability to communicate with all levels of the organization and participate on multi-functional teams.
• Detail-oriented, demonstrate strong written and verbal communication skills.
• Ability to work in a dynamic environment and be results and deadline driven.
• Microsoft Office proficiency with Word and Excel.

Benefits

• A professional work environment working in one of the most promising fields in the future, the field of financial technology, in addition to Insurance, and financial benefits, and huge opportunities for development at all levels.