Our Client: Our client, a renowned name in FMCG sector is looking to hire a Customer Service Supervisor to be based in Riyadh.
Your Role: You will ensure an unbeatable level of service is provided to customers at all times. Lead the deployment and execution of the Customer Service strategy to deliver a multi-channel Customer Service Centre model. Follow up and resolve escalations from customer complaints within the Service Level Agreement in coordination with relevant stakeholders (inclusive of e-commerce, returns, customer dissatisfaction) to ensure a timely resolution keeping the customer at the heart of the process at all times. Dealing with any escalated customer issues and ensuring all matters are fully resolved. Monitor and track customer support performance at market level and identify areas of improvement acting as the voice of the customer internally for continuous performance improvements.
Must Have: Minimum 5 years of experience in customer service with excellent supervisory skills. You must be passionate about delivering great customer service. The ability to think on your feet in a fast-paced environment. Have experience managing a team and has a flexible approach with a ‘can-do attitude. Self-driven and client-centric mentality. Excellent communication skills with fluency in Arabic and English.
Saudi National preferred for this role.
Managing Expectations: At Mindfield we are driven by mutually agreed KPIs and service levels. Exceptional results can only be delivered when we understand both our key stakeholders clients and candidates. Keeping this in mind we would request that when applying for a role do take cognizance of the “must haves” to avoid disappointment. Sometimes positions take time to close and there could be delay in us responding to you but respond we will. Look forward to a long term relationship. ….Mindfield.. making a difference.