Manager - Customer Care
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
Manage customer care operations, service requests, and complaints while ensuring compliance, performance management, and stakeholder coordination with a focus on customer satisf.
Key Skills for This Role
Full Job Posting
1. Customer Care Operations
- Manage day-to-day customer care operations across all channels, including call center, email, web portals, and digital platforms.
- Ensure effective handling of customer inquiries, service requests, complaints, and outage-related communications.
- Oversee customer request intake, logging, prioritization, and tracking through CRM and customer information systems (CIS).
- Ensure customer care services are delivered in accordance with approved SLAs and performance targets.
2. Service Request & Complaint Management
- Establish and maintain standardized processes for service requests, complaints, and escalations.
- Ensure timely coordination with control rooms, operations, and field teams for resolution of customer issues.
- Oversee management of escalated and sensitive customer cases with potential regulatory or reputational impact.
- Ensure accurate documentation, closure, and customer communication throughout the request lifecycle.
3. Performance Management & Reporting
- Define, monitor, and report on customer care KPIs including response times, resolution times, first-contact resolution, customer satisfaction, and complaint volumes.
- Analyze trends, recurring issues, and root causes to support operational and service improvements.
- Prepare regular performance reports and dashboards for senior management and regulators, as required.
- Drive initiatives to improve efficiency, service quality, and customer satisfaction.
4. People Leadership & Capability
- Lead, coach, and manage customer care supervisors, team leaders, and agents.
- Ensure appropriate staffing, shift coverage, and competency levels to meet service demand.
- Establish training, quality assurance, and performance management frameworks for customer care staff.
- Promote a customer-centric culture, accountability, and continuous improvement mindset.
5. Systems, Processes & Digital Enablement
- Ensure effective use of CRM, CIS, outage management systems, and customer communication tools.
- Support system enhancements, automation, and digital self-service initiatives to improve customer experience.
- Ensure data quality, accurate customer records, and compliance with data protection requirements.
- Coordinate with IT and digital teams on customer care system improvements and upgrades.
6. Stakeholder & Interface Management
- Act as the primary interface between customer care, utilities operations, control rooms, billing, and field services.
- Coordinate customer communications during outages, planned works, and major incidents in alignment with operational teams.
- Support regulatory reporting, audits, and customer service reviews.
- Represent customer care in cross-functional forums, service improvement initiatives, and project handovers.
7. Compliance, Risk & Customer Advocacy
- Ensure compliance with customer service regulations, codes of practice, and contractual obligations.
- Manage customer complaints in line with regulatory requirements and escalation procedures.
- Identify customer-related risks and support mitigation actions.
- Act as the voice of the customer within the organization, advocating for service improvements and customer-focused solutions.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at The Red Sea Development Company
Associate Director - Finance
Riyadh, KSA
Redefining Land, Air, and Sea Travel Elevating Destinations. Coastal Transportation Services Company, a subsidiary of Red Sea Global, provides Transportation services at our Red...
Senior Specialist - Operations Compliance
Riyadh, KSA
Support compliance frameworks, develop reports, conduct audits, and ensure regulatory adherence while managing operational excellence in a dynamic environment.
Specialist - Micro Mobility Operations
Riyadh, KSA
Support micro mobility operations by ensuring service performance, safety compliance, and asset management while fostering team coordination and enhancing customer experience.
Engineer - BIM
Riyadh, KSA
Be the Change. Join the World s Most Visionary Developer. Coastal Contracting Company, a proud subsidiary of Red Sea Global, stands apart with its unwavering commitment to quali...
Senior Technician Lead - Golf
Riyadh, KSA
Be the Change. Join the World s Most Visionary Developer. Coastal Contracting Company, a proud subsidiary of Red Sea Global, stands apart with its unwavering commitment to quali...
Senior Specialist - Staff Village Mobility
Riyadh, KSA
Redefining Land, Air, and Sea Travel Elevating Destinations. Coastal Transportation Services Company, a subsidiary of Red Sea Global, provides Transportation services at our Red...
Manager - Micro Mobility Operations
Saudi Arabia, KSA
Redefining Land, Air, and Sea Travel Elevating Destinations. Coastal Transportation Services Co., a Red Sea Global Subsidiary Coastal Transportation Services Company, a subsidia...
Manager - Residential Marketing
Riyadh, KSA
The Manager will work with internal stakeholders, operator partners, and external agencies to ensure the delivery of high-quality marketing campaigns, content, and collateral th...
Associate Director - Finance
Riyadh, KSA
Senior Specialist - Operations Compliance
Riyadh, KSA
Specialist - Micro Mobility Operations
Riyadh, KSA
Engineer - BIM
Riyadh, KSA
Senior Technician Lead - Golf
Riyadh, KSA
Senior Specialist - Staff Village Mobility
Riyadh, KSA
Manager - Micro Mobility Operations
Saudi Arabia, KSA
Manager - Residential Marketing
Riyadh, KSA