indeed
Manager - Customer Service
Red Sea Global
Riyadh, KSA
Onsite
Discovered 1 weeks ago
customer care operationscustomer service managementCRMcustomer information systemsoutage management systemsservice level agreements
Free
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Role Overview
Lead customer care operations and drive performance and continuous improvement for the utility company.
Oversee customer contact operations, service requests, and coordination with operations, control rooms, and field teams.
Ensure timely issue resolution in line with SLAs, regulatory requirements, and company standards.
Key Skills for This Role
customer care operationscustomer service managementCRMcustomer information systemsoutage management systemsservice level agreements
Full Job Posting
Company Context
The Red Sea Utilities Company is a subsidiary of Red Sea Global providing integrated utility services for major destination developments.
Its services include renewable energy, water desalination, wastewater treatment, solid waste management, district cooling, and telecommunications infrastructure.
Role Purpose
Lead customer care operations and drive performance and continuous improvement for the utility company.
Oversee customer contact operations, service requests, and coordination with operations, control rooms, and field teams.
Ensure timely issue resolution in line with SLAs, regulatory requirements, and company standards.
Customer Care Operations
- Manage customer care operations across call center, email, web portals, and digital platforms.
- Oversee inquiries, service requests, complaints, and outage-related communications.
- Manage customer request intake, logging, prioritization, and tracking through CRM and customer information systems.
- Ensure services meet approved SLAs and performance targets.
Request and Complaint Management
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