Customer Relations Manager

About the Role

Our client, a prominent company in the Information Technology and Digital Solutions industry based in Saudi Arabia, is seeking a dedicated Customer Relations Manager to lead their customer service team. This role is crucial in delivering exceptional customer experiences by overseeing service quality and managing escalated issues.

Key Responsibilities

• Lead and manage the Customer Relations team to ensure high performance.
• Maintain excellent customer satisfaction through all communication platforms.
• Handle and resolve customer complaints and complex escalations promptly.
• Track and analyze team performance and relevant customer service key performance indicators.
• Design and execute strategies to enhance the overall customer experience.
• Collaborate with internal departments for swift resolution of customer problems.
• Generate performance reports and propose improvements to processes.
• Provide coaching and professional development to team members for operational excellence.
• Ensure adherence to company policies and service standards.

Candidate Requirements

• Prior experience in managing customer service or customer relations teams.
• Strong leadership capabilities paired with effective communication skills.
• Proven expertise in managing customer complaints and escalation situations.
• A customer-centric attitude with excellent problem-solving skills.
• Familiarity with Customer Relationship Management (CRM) software.
• Highly organized with the ability to produce accurate reports.
• Proficiency in English is essential; knowledge of Arabic is an added benefit.