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Amelia Sleat posted a job: + NEW VACANCY + CUSTOMER SERVICE MANAGER Leading International Bank Al Khobar MUST BE IN SAUDI NOW kristyl@frgr.org "Our client is a leading international bank with a strong reputation for excellent results and service. We are looking for an experienced Customer Service/ Complaints Handling Manager to be based in Al Khobar, Saudi Arabia. JOB OVERVIEW • To build a service excellent culture amongst staff and to encourage service recovery understanding • To provide coaching and awareness sessions for frontline staff using all tools of communication • To improve customer satisfaction levels • To enhance Customer Experience Reports to: Head of Quality KEY RESPONSIBILITIES • End to end handling of complaints, follow up and resolutions and arrange for satisfactory resolutions with all involved parties • Highlight repeated complaints and work as team with involved units to investigate and define the root causes and propose action plans for improvement • Ensures the effective usage of Complaints Handling System (CRM) to ensure complaints are captured and treated properly at all channels • Initiating revising of charges as a result of response from customers • Full responsibility for the compliance with internal and external regulations with regard to complaints handling • Managing the effective reporting process for complaints – Categories, volume, types etc KEY SKILLS • Very high level of emotional intelligence to deal with multi-cultural sensitivities • A detailed knowledge of the theory and the practical side of delivery of service and valid experience of implementing these theories and creating a service culture within the organization • Leadership and strong interpersonal skills to coach and motivate staff at all levels to insure indicators are met and initiatives carried out • A sound knowledge of market trends and benchmarking with competition with regards to service to develop competencies and improve higher level of service • Creativity in terms of delivery of learning interventions • Continuous flow of employee development initiatives to improve service delivery to beat competitors ESSENTIAL REQUIREMENTS • University Degree or equivalent qualification • At least 7 years experience in leading Customer Service function in service industry • Banking experience preferred • Strong communication skills in English • Open to all nationalities based in Saudi now COMPENSATION AND BENEFITS • Salary to be used as a guide only and will reflect experience levels and interview performance • As a guide between 20-25k SAR per month/ $64 – 80k USD per annum • Tax Free + Benefits To apply in confidence please email your CV in English to kristyl@frgr.org FIRST RESORT GLOBAL RECRUITMENT Leaders in Executive Level Recruitment Worldwide www.firstresortrecruitment.com" | |||||
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