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customer care manager

Ethra Human Resources

We are seeking a highly motivated Customer Care & Complaints Manager to lead our support operations and ensure exceptional customer experience. The ideal candidate will manage a team handling customer inquiries and complaints, with a focus on quality, responsiveness, and compliance with SAMA regulations. This role requires prior experience in fintech or banking, strong communication skills, and hands on familiarity with CRM tools like Zendesk or ZohoDesk. The candidate will be responsible for setting service standards, improving internal processes, and reporting key KPIs. Responsibilities <ul> <li>Build and optimize customer service policies and procedures</li> <li>Handle escalated complaints and ensure timely resolutions</li> <li>Ensure compliance with SAMA complaint handling regulations</li> <li>Track KPIs like CSAT, resolution time, and SLA compliance</li> <li>Collaborate with technical, product, and legal teams on service improvement</li> <li>Maintain customer feedback loops and suggest enhancements</li> <li>Prepare regular reports and present findings to senior management</li> </ul> Requirements <ul> <li>Experience: 3-5 years in customer service management</li> <li>Preferred Industry: Fintech / Banking / Lending / Regulated Services</li> <li>Language: Arabic (Fluent), English (Good)</li> <li>Tools: CRM, Helpdesk Platforms (Zendesk, ZohoDesk, etc.)</li> <li>Education: Bachelor's Degree (Business, IT, or related field)</li> </ul>

Customer Care Manager

Supertech Group

<div>Do you want to love what you do at work? Do you want to make a difference, an impact, and transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?
If yes, then this is the job you are looking for , webook.com is Saudi&rsquo;s #1 event ticketing and experience booking platform in terms of technology, features, agility, revenue serving some of the largest mega events in the Kingdom surpassing over 2 billion in sales.
The Director of End-User Experience &amp; Care is responsible for designing and executing a comprehensive customer care strategy that drives satisfaction, loyalty, and advocacy across all user touchpoints. This leader will oversee the customer service function globally, build and manage a high-performing multi-market care team, and implement scalable systems that ensure seamless end-to-end experiences for every user interacting with webook.com &mdash; from booking to event day and beyond.
This is not a traditional &ldquo;support&rdquo; role. It&rsquo;s about building a world-class care ecosystem that turns every customer interaction into an opportunity to strengthen the brand and grow lifetime value.
Key Responsibilities:<ul>
<li>
Develop and execute a global end-user care strategy that aligns with webook.com&rsquo;s vision and customer promise.</li>
<li>Establish measurable care KPIs including CSAT, NPS, first-contact resolution, and response time.</li>
<li>Build a multi-market care framework that accounts for regional differences (language, culture, event type, payment behavior).</li>
<li>Collaborate with marketing, operations, and tech to design consistent customer journeys across web, app, and offline experiences.</li>
<li>Oversee daily operations of customer care teams (in-house and outsourced), ensuring 24/7 coverage where needed.</li>
<li>Lead the implementation of CRM and CX management platforms (e.g., Zendesk, Freshdesk, or Salesforce Service Cloud).</li>
<li>Define and document SOPs, SLAs, and escalation flows across all care channels (chat, email, social, call center, and on-ground event support).</li>
<li>Ensure all communication &mdash; automated or human &mdash; reflects webook.com&rsquo;s tone of voice and values.</li>
<li>Partner with Product, Design, and Marketing to analyze friction points across the user journey and implement improvements.</li>
<li>Use data analytics and customer feedback loops to influence product and policy decisions.</li>
<li>Design and oversee proactive support systems (FAQs, help centers, chatbots, AI assistants) that empower users to self-serve effectively.</li>
<li>Introduce VOC (Voice of Customer) programs to continuously gather and act on insights.</li>
<li>Recruit, train, and mentor a global customer care leadership team.</li>
<li>Build a service culture that celebrates empathy, problem-solving, and accountability.</li>
<li>Design quarterly CX training programs for all front-facing departments.</li>
<li>Promote a &ldquo;care is marketing&rdquo; philosophy &mdash; transforming every service interaction into a retention and upselling opportunity.</li>
<li>Establish dashboards to track CX metrics and trends across markets.</li>
<li>Report regularly to the COO and C-suite on insights, patterns, and actionable improvements.</li>
<li>Own the customer care budget and resource allocation strategy.</li>
<li>Collaborate with finance and product teams to quantify the ROI of customer satisfaction and retention initiatives.</li>
<li>Own the restructuring and modernization of the customer care infrastructure to transform customer interactions into a reliable, decision-grade intelligence engine for leadership.</li>
<li>Establish a robust CX data architecture across all care tools including Zendesk, Exacall, CRM, and any telephony or chat systems, ensuring accurate, consistent, and automated data capture.</li>
<li>Design and enforce standardized reporting frameworks covering case volumes, resolution drivers, escalation patterns, agent productivity, backlog health, and recurring customer pain points across markets.</li>
<li>Build executive-level dashboards that translate raw care data into clear insights for leadership, highlighting systemic issues, product gaps, operational bottlenecks, fraud patterns, and experience risks.</li>
<li>Ensure leadership has real-time and periodic visibility into customer sentiment trends, incident root causes, and operational performance without dependency on manual reporting.</li>
<li>Partner with Product, Tech, Marketing, and Operations to ensure customer care data directly informs roadmap prioritization, policy changes, and experience improvements.</li>
<li>Introduce advanced analytics and tagging methodologies to classify cases by intent, severity, and business impact, enabling proactive interventions rather than reactive support.</li>
<li>Hold full accountability for data accuracy, reporting quality, and insight relevance, ensuring customer care is treated as a strategic intelligence function, not a reactive service desk.</li>
</ul>
Requirements<ul>
<li>
Bachelor&rsquo;s degree in Business, Communications, or a related field (MBA preferred).</li>
<li>10+ years of experience in customer experience, service operations, or digital support leadership, preferably in e-commerce, ticketing, travel, or super-app environments.</li>
<li>Proven record of building and scaling multi-market care operations.</li>
<li>Strong understanding of CRM tools, AI chat systems, and customer data analytics.</li>
<li>Exceptional communication and people-leadership skills.</li>
<li>Fluency in English required; Arabic and/or French is a plus.</li>
<li>Passion for entertainment, travel, and creating memorable experiences.</li></ul></div>

Director of End-User Experience & Care

noon

<div>
 
 
 About noon
 
 
 
 We&rsquo;re building an ecosystem of digital products and services that power everyday life across the Middle East&mdash;fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we&rsquo;re looking for a Manager, Customer Support Contact Center Operations who can help us move even faster.
 
 
 
 
 
 
 noon&rsquo;s mission: Every door, every day.
 
 
 
 
 
 
 
 What you'll do:
 
 
 
 Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.
 
 
 
 
 
 This role will be responsible for overseeing the day-to-day operations of our multi-channel customer service center in Saudi Arabia. This pivotal role ensures that our KSA customers receive world-class support across all touchpoints (call, chat, email, social media) in line with our brand promise. Role will drive performance against key metrics (SLAs, CSAT, AHT), lead and develop a high-performing team, and implement strategic initiatives to optimize efficiency and enhance the overall e-commerce customer experience in the local market.
 
 
 
 
 
 
 Responsibilities
 
 
 <ul>
 <li>
 Manage 24x7 support operations across Email, Chat, and other digital channels.
 </li>
 <li>
 Drive adherence to SLAs and KPIs: CSAT, FRT, AHT, backlog, repeat contact rate, callbacks, quality, and productivity.
 </li>
 <li>
 Ensure that all customer communication, knowledge base, SOPs and self-service tools are fully localized and professionally executed in both
 
 Arabic (essential)
 
 and English.
 </li>
 <li>
 Handle high-level customer escalations, MCI and complex complaints with professionalism and final resolution.
 </li>
 <li>
 Partner with QA &amp; Training teams for performance calibration, conduct audits, monitor CSAT feedback, interaction quality and works on agent upskilling.
 </li>
 <li>
 Identify and implement automation and self-serve opportunities (AI bots, templates, macros) to drive efficiency.
 </li>
 <li>
 Regularly review agent and team performance using performance management tools; identify development areas.
 </li>
 <li>
 Ensure timely hiring, onboarding, and ramp-up of agents and team leads.
 </li>
 <li>
 Ensure workforce management adherence, manpower rostering, shift planning, breaks, and leave planning.
 </li>
 <li>
 Deliver reports and insights (daily/weekly/monthly) to CS leadership with recommendations for process improvements.
 </li>
 <li>
 Represent Voice of Customer (VoC) to drive cross-functional CX improvements.
 </li>
 <li>
 Drive team engagement through R&amp;R programs and regular skip-level connect.
 </li>
 </ul>
 
 
 
 
 
 What you'll need:
 
 
 <ul>
 <li>
 6-8 years of hands-on experience in BPO/Contact Center operations, preferably in e-commerce or telecom companies.
 </li>
 <li>
 Proven track record in managing high-volume customer service operations in Saudi Arabia (KSA).
 </li>
 <li>
 Language: Bilingual fluency in Arabic (written and spoken) and English (written and spoken) is essential.
 </li>
 <li>
 Knowledge of CRM platforms, IVR systems, and WFM tools.
 </li>
 <li>
 Solid skills in MIS reporting, SLA governance, and process compliance
 </li>
 <li>
 Excellent conflict resolution, negotiation, and communication (written and verbal) skills
 </li>
 <li>
 Ability to work collaboratively in a fast-paced, dynamic environment.
 </li>
 </ul>
 
 
 
 
 
 Preferred Qualifications
 
 
 <ul>
 <li>
 Experience in a regional (MENA) or international customer service environment and e-commerce background
 </li>
 <li>
 Certification in Contact Center Management
 </li>
 </ul>
 
 
 
 
 
 Who will excel?
 
 
 <ul>
 <li>
 We&rsquo;re looking for people with high standards, who understand that hard work matters.
 </li>
 <li>
 You need to be relentlessly resourceful and operate with a deep bias for action.
 </li>
 <li>
 We need people with the courage to be fiercely original.
 </li>
 <li>
 noon is not for everyone; readiness to adapt, pivot, and learn is essential.
 </li>
 </ul>
 
 
</div>

Customer Service Manager

Axios International

<div>Position: Customer Care Coordinator 
Position Purpose 


The Customer Care Coordinator plays a vital role in supporting and managing Patient Support Programs, ensuring that patients receive timely, compassionate, and professional assistance throughout their treatment journey. 


The coordinator serves as a trusted advocate and a caring voice, ensuring no patient lives their patient support program journey alone. From coordinating services to providing guidance and quality care, the coordinator brings clarity, transparency, guidance, direction, education, and awareness to the patient support program journey. Whether in the field or the office, every action is taken to make each patient&rsquo;s experience convenient and compliant. 


At its core, this role is about removing barriers to care and ultimately expanding access strategies around the globe, so patients have the chance to receive and maximize the medical benefits and support they deserve. 
Duties and Responsibilities 

<ul>
<li>Assist the line manager and assigned program team in effectively managing Patient Support Program(s) by liaising with key stakeholders.</li>
<li>Ensure timely enrolment of eligible patients in accordance with defined workflow and program timelines.</li>
<li>Educate and coordinate with patients to facilitate a seamless enrollment process aligned with program procedures.</li>
<li>Maintain accurate, complete patient files, prepared for timely submission in line with project standards.</li>
<li>Accompany team members on visits to healthcare providers, pharmacies, or patient support sites to support program implementation.</li>
<li>Ensure patients receive their medications efficiently and without delay.</li>
<li>Prepare and maintain regular reports on program performance, including patient numbers, services provided, and quality assurance metrics, in collaboration with the team.</li>
<li>Maintain and update electronic records related to patient data and quality assurance.</li>
<li>Participate in and complete all required training, including product training, pharmacovigilance, and any other client-provided or Axios-mandated trainings.</li>
<li>Report any adverse events or product complaints in line with client requirements and Axios Standard Operating Policies and Procedures (SOPPs).</li>
<li>Perform administrative duties related to program operations and general office support.</li>
<li>Utilize Axios&rsquo; Patient Management System (PMS) exclusively for all program activities.</li>
<li>Ensure a solid understanding and consistent application of international standards and relevant Axios policies and procedures.</li>
<li>Comply with all applicable laws, regulations, Axios Code of Conduct, and internal SOPPs.</li>
<li>Promote awareness of escalation protocols for any deviations or non-compliance issues.</li>
<li>Support governance and operational monitoring activities across all Axios programs.</li>
<li>Perform additional duties as assigned by your line manager</li></ul> 


 Relationships 

<ul>
<li>Work closely with the Line Manager and the assigned program team.</li>
<li>Work with the related divisions of Axios.</li>
<li>Maintain ongoing and frequent communication with Axios staff.</li>
<li>External Partners.</li></ul> 


Competencies 

<ul>
<li>Application of job knowledge.</li>
<li>Concern for order and quality.</li>
<li>Adaptability and flexibility.</li></ul> 


Educational Background and Experience 

<ul>
<li>A Degree or Diploma in any medical background or social work is ideal</li>
<li>0-1 year of working experience in a healthcare or scientific field or NGO is ideal</li>
<li>Experience in data monitoring and management is an advantage, though not required.</li>
<li>Experience coordinating and handling logistics/supply chain is an advantage, though not required.</li>
<li>Experience in customer service management</li></ul> 


Job Circumstances 
<ul>
<li> 
The position is based in our regional office, and it does entail frequent travel to Clients and partners, which may be outside your designated region.</li>
<li>Flexibility in ability to travel as well as working hours is essential.</li></ul></div>

Customer Care Coordinator (KSA)

Fresenius Medical Care

<div></div><div><div>At Fresenius Medical Care, we are the global leader in kidney care, committed to improving the lives of patients with chronic kidney disease. Our mission is to deliver high-quality, innovative products, services, and care across the entire healthcare journey. Guided by our vision&mdash;&ldquo;Creating a future worth living. For patients. Worldwide. Every day.&rdquo;&mdash;we work with purpose and compassion, supported by a global team of over 125,000 employees.
Within our Care Enablement segment, we develop and provide life-sustaining medical products, digital health solutions, and therapies that empower clinical teams and improve patient outcomes. Our FME Reignite strategy drives transformation through innovation, efficiency, and sustainable growth.
Our values guide how we work:<ul><li>
We Care for our patients, each other, and our communities</li><li>
We Connect across teams and borders to deliver excellence together</li><li>
We Commit to doing things the right way&mdash; growing with purpose and leading kidney care with integrity and innovation</li></ul>
Global Commercial, a function within Care Enablement, unites Sales, Marketing, Global Sales Excellence, and Global Technical Operations. This team delivers high-quality medical devices, technical services, and effective commercial strategies across global markets, advancing our mission to improve patient lives. Join our passionate team and help shape healthcare worldwide!
The Pharmaceutical Sales Manager leads the commercial performance of Fresenius Medical Care&rsquo;s pharmaceuticals and dialysis-related solutions in Saudi Arabia, ensuring sales growth, market share expansion, and strong customer and stakeholder relationships. The role strategically supports value-based care, local manufacturing, and the long-term sustainability of home therapies and chronic kidney care solutions.
Your Responsibilities:<ul><li>
Ensure full compliance with SFDA regulations governing pharmaceutical sales and marketing</li><li>
Drive sales growth by achieving targets and identifying new business opportunities in the government sector</li><li>
Develop, implement, and manage strategic sales plans aligned with organizational objectives</li><li>
Monitor and analyze sales performance, providing regular reports, insights, and forecasts to senior management</li><li>
Manage customer accounts by setting objectives, reviewing historical data, and forecasting future trends</li><li>
Build and maintain strong relationships with key government stakeholders and healthcare institutions</li><li>
Track market trends, competitive activity, and industry developments to support strategic decisions</li><li>
Collaborate with marketing, regulatory, and medical affairs teams to ensure cross-functional alignment</li></ul>
Your Profile:<ul><li>
Bachelor&rsquo;s degree or higher in Pharmacology or a related field, SCFHS registration required</li><li>
Minimum of ten years of relevant experience, including at least five years in a managerial role within the medical device and pharmaceutical industry</li><li>
Executes short- to mid-term (1&ndash;3 year) strategies and directs operational activities for the department/zone</li><li>
Builds, manages, and develops relationships with internal and external stakeholders across functions</li><li>
Enhances and improves processes, systems, or products through advanced conceptual and analytical skills</li><li>
Strong clinical expertise with solid technical product knowledge and deep understanding of local markets and customer needs</li><li>
Fluency in the local language and English (written, spoken, and presentation), additional languages are an asset</li></ul>
Our Offer for you:
There is a lot you can discover at Fresenius Medical Care, regardless in which field you are an expert and how much experience you have - all dedicated to your professional journey.<ul><li>
Whether in front of or behind the scenes - you are helping to make ever better medicine available to more and more people around the world</li><li>
Individual opportunities for self-determined career planning and professional development</li><li>
A corporate culture in which there is enough room for innovative thinking - to find the best solution together, not the quickest one</li><li>
A large number of committed people with a wide range of skills, talents and experience</li><li>
The benefits of a successful global corporation with the collegial culture of a medium-sized company</li></ul></div></div>

Pharmaceutical Sales Manager

Career Land Center

<div><div>Position: Spa Supervisor
 
Location: Riyadh, Saudi Arabia
 
Benefits: Full Expat Package (Accommodation, Transportation, Visa, Medical, Air Ticket)
We are hiring on behalf of a high-end wellness and hospitality client in Riyadh.
We are currently looking for an experienced Spa Manager to lead and support a dynamic team in delivering top-quality spa services.
The ideal candidate will have strong leadership skills, a background in spa or wellness environments, and a passion for customer satisfaction and team development.
<div>Key Responsibilities:
 
<ul><li>Supervise day-to-day spa operations
</li><li>Manage scheduling, appointments, and staff performance
</li><li>Ensure high standards of hygiene, customer service, and treatment quality
</li><li>Motivate and train team members to meet performance goals
</li><li>Support implementation of promotions and sales targets
</li><li>Handle guest concerns and maintain high satisfaction levels
</li></ul></div><div>Candidate Requirements:
 
<ul><li>Minimum 2&ndash;3 years in a similar supervisory role
</li><li>Solid understanding of spa treatments and client care
</li><li>Strong communication and leadership skills
</li><li>Fluent in English
</li><li>Presentable and professional at all times
</li></ul></div><div>What We Offer:
 
<ul><li>Competitive Salary
</li><li>Attractive commission structure
</li><li>Full expat package: accommodation, transport, visa, medical, air ticket
</li><li>Opportunity to grow within a premium brand</li></ul></div></div></div>

Spa Manager

National Medical Care

<div>
 
 
 
 Job Summary
 
 
 
 
 
 
 <ul>
 <li>
 Supports a safe and timely transition to the next level of care for patients and families discharged from an acute care.
 </li>
 <li>
 Promotes and supports evidence based practice and health literacy standards for patient education to obtain optimal patient outcomes.
 </li>
 <li>
 Under the supervision of the designated manager and providers, is responsible for triaging the health care needs of patients and documenting the appropriate disposition of each case.
 </li>
 <li>
 Coordinates an assessment and promotes patient education to meet the needs of a newly discharge patient.
 </li>
 <li>
 Serves as the recipient of patient and family complaints by various methods, and coordinates the investigation and resolution process until closure.
 </li>
 <li>
 Acts as a resource for patient education and information, medications, follow up appointments, treatments, test results and other information as needed.
 </li>
 </ul>
 
 
 
 
 
 
 Major Duties and Responsibilities
 
 
 
 
 
 
 <ul>
 <li>
 &middot; Ensures through his actions, either directly or indirectly, that a superior quality of medical treatment, compassion and understanding is given to every customer served at the NMC Hospitals and Clinics.
 </li>
 <li>
 Serves as the Patient Advocate.
 </li>
 <li>
 Initiates patient rounds and prioritizes focused revisits to improve the patient experience.
 </li>
 <li>
 Oversees service recovery initiatives; coordinates with all hospital departments to identify and resolve service related issues.
 </li>
 <li>
 Function as primary observers for process mapping and shadowing of patients, processes and systems.
 </li>
 <li>
 Consults with leaders in the development of strategies to improve patient satisfaction; identifies best practices and opportunities for improvement and works collaboratively with leaders and staff.
 </li>
 <li>
 Assess programs for potential improvements; considers and incorporates the needs of culturally diverse populations.
 </li>
 <li>
 Assist with tracking and trending patient and visitor service concerns. Identifies systems and process-related problems using patient and visitor feedback. Works collaboratively with physicians, leadership and staff to resolve.
 </li>
 <li>
 Conducts basic variance analysis of patient experience outcomes. Analyzes patient satisfaction survey data, complaints and grievances and collaborates with leadership and staff on regular basis to ensure optimal patient experience.
 </li>
 <li>
 Ensures patient communication and explanation of services is provided in a way that can be easily understood by patients and their families.
 </li>
 <li>
 Maintains confidentiality and protects sensitive data at all times.
 </li>
 <li>
 Adheres to organizational and department specific safety standards and guidelines.
 </li>
 <li>
 Works collaboratively and supports efforts of team members.
 </li>
 <li>
 Demonstrates exceptional customer service and interacts effectively with physicians, patients, residents, visitors, staff and the broader health care community.
 </li>
 <li>
 Assists with projects and initiatives.
 </li>
 <li>
 Completes other assigned tasks and responsibilities as needed.
 </li>
 </ul>
 
 
 
 
 
 
 Organizational Relationship
 
 
 
 
 
 
 Report to
 
 
 
 
 Patient Experience Head
 
 
 
 
 
 
 
 Qualifications:
 
 
 
 
 
 
 A minimum of:
 
 
 
 
 
 &middot; Health care industry experience.
 
 
 
 &middot; Strong organizational skills and ability to coordinate Company-wide PXI initiatives.
 
 
 &middot; Proficiency in English and / or Arabic Language.
 
 
 &middot; Computer Literate (Microsoft office)
 
 
 
</div>

Patient Experience Coordinator

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