Customer Service Section Manager

Job Purpose

Lead, develop, and implement Customer Service Section policies and plans to ensure delivery of distinguished services, improve customer experience and raise satisfaction levels, through overseeing satisfaction measurement and results analysis, and supporting training of front-line staff on service policies and procedures to meet quality standards and best practices.

Key Responsibilities

Functional

• Identify and assess customer needs, plan and design a smooth and consistent customer experience, and ensure satisfaction and compliance with quality standards.
• Build sustainable, close relationships with customers through open, interactive communication, and employ methods and tools that ensure delivery of accurate, correct, and complete information and its effective use.
• Handle customer complaints and provide appropriate solutions and alternatives within specified timeframes, and follow up to ensure optimal resolution in coordination with relevant organizational units.
• Maintain records of customer interactions and process documents and files related to complaints and interactions.
• Prepare and implement policies, regulations, and systems related to suggestions and complaints, and follow up on their application in coordination with relevant organizational units.
• Respond to customer inquiries and handle their suggestions and complaints in line with guiding principles, policies, and relevant standards.
• Analyze root causes of recurring problems related to customer service concerning their complaints, and identify potential corrective steps in cooperation with all relevant organizational units, follow up on implementation of recommendations, and evaluate results.
• Work with all relevant organizational units to develop appropriate implementation plans for recommendations aimed at improving the level and quality of services provided, and follow up on their implementation.
• Work closely with all relevant organizational units to prepare call scripts and frequently asked questions from customers.
• Manage the suggestions and complaints system for customers, and coordinate and follow up with all organizational units to activate and apply approved suggestions and complaints systems.
• Oversee the contact center and escalate results, complaints, and suggestions received through it to relevant organizational units, and coordinate with all internal and external stakeholders to develop and follow up on closing improvement plans related to customer feedback, complaints, and the contact center.
• Provide inputs specific to analysis and management of risks related to the section, and develop plans to mitigate them in coordination with the relevant organizational unit.
• Prepare and follow up on implementation of the section's annual operational plan, including cascading performance measurement indicators, targets, projects, and budget needs, and submit them to the department manager for approval.
• Oversee preparation, implementation, and analysis of customer satisfaction measurements and surveys periodically and comprehensively, and ensure their results are utilized to develop and improve services provided, and develop necessary corrective plans in cooperation with relevant organizational units, with detailed reports raised to senior management on customer satisfaction indicators and trends regularly.
• Oversee the design and implementation of training and awareness programs for front-line staff on service policies and standards and approved best practices, enhancing their capabilities to deliver distinguished service and raise customer satisfaction levels, and ensuring consistent application of policies and procedures across all touchpoints.
• Propose section policies and procedures in coordination with the Planning Section and ensure their implementation and adherence.
• Prepare and submit performance and achievement reports, and prepare and submit data and reports according to established procedures in this regard.
• Propose improvement plans for the section in light of approved quality and excellence standards.
• Contribute support and work on relevant files within the innovation and institutional excellence agenda and other institutional files to achieve the strategic plan.
• Follow up on application of Global Star Rating System standards and implementation of projects and initiatives arising from evaluation results at the center, and coordinate with other departments to meet system requirements.
• Discuss center performance reports and results of mystery shopping studies, surveys, and happiness index observations, and propose corrective actions.
• Work on continuous follow-up of any observations related to improving the level of service quality and customer happiness, and implement recommendations issued by the main "Seven Star Services Standard Fulfillment Team," and compile improvement-related ideas and staff happiness suggestions and propose developmental initiatives.
• Comply with information security policies and procedures, maintain data confidentiality, and report to the Information Security Officer any breaches or violations of approved policies.
• Comply with occupational health and safety procedures, policy, and instructions, and the applicable environmental management system policy.
• Perform other duties and responsibilities related to the role as assigned.

Operational

• Provide data and reports to the relevant department manager periodically and on request, highlighting improvement areas to support decision-making and operational excellence.
• Provide periodic reports on performance results, identify performance gaps and their implications, and recommend corrective actions to limit risk, thereby reducing process downtime and ensuring objectives and targets are met on schedule.

Financial Management

• Provide input to the Finance Department as needed, per the approved governance process, for budget preparation.
• Monitor budget execution and allocation to ensure alignment with the approved budget, report actual and potential budget variances, and recommend corrective actions.

People Management

• Prepare unified workforce planning strategies and budgets, talent attraction, training, and development for the relevant department to ensure adequate recruitment processes for optimal operational fluidity.
• Set section goals and review performance at mid-year and year-end. Monitor performance and provide specialized consultation as needed to ensure performance goals are met.
• Identify competencies.
• Provide guidance to section staff on operational and staff management matters.

Stakeholder Management

Key Internal Stakeholders: All organizational units

Key External Stakeholders:

• Relevant semi-government and private entities
• Relevant local and federal entities

Required Qualifications

Academic Qualifications:

• Bachelor's degree in Business Administration, Customer Service Management, Customer Happiness Management, Marketing & Public Relations Management, or equivalent from an accredited university

Professional Experience and Skills:

• 7+ years of relevant work experience
• Ability to prepare consistent recommendations and input for policies, legislation, and laws enabling the sector
• Ability to lead planning and execution of high-impact programs, coordinating and engaging with various internal and external stakeholders
• Ability to lead multidisciplinary teams and coordinate activities and initiatives aimed at activating and developing the sector
• Applying sector-related knowledge and emerging trends to prepare enabling strategies and policy inputs

Competencies

Leadership Competencies (Advanced):

• Supporting and enabling change
• Leading and inspiring others
• Strategic thinking

Behavioral Competencies (Advanced):

• Projecting and radiating positive energy
• Excellence in execution
• Community service and responsiveness to stakeholders' needs
• Institutional understanding

Technical Competencies (Advanced):

• Customer experience management
• Institutional quality and excellence management in services