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customer service manager

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

Riyadh Air

<div>About the Company:
<div>
Riyadh Air (RX), headquartered in the Saudi Capital, is the new national airline that&rsquo;s shaping the future of flying. It seeks to lead the aviation industry by transforming Saudi Arabia into a global aviation and trade hub &ndash; a digitally native airline that will connect the kingdom to more than 100 destinations.
</div>About the Role:

Are you skilled in managing cargo operations and ensuring excellence in supplier and safety standards? 
Yours is a role that will see you design and deliver outstanding operations management processes at the HUB and deliver central flight planning process in line with revenue management objectives. 
Additionally, you will manage Unit Load Device supply for Cargo across the network including nets and straps to support operational efficiency and service excellence. 
You'll be responsible for managing suppliers, ensuring customs and regulatory compliance, and overseeing safety and reporting processes.
Your role will also involve collaborating with ground operations, claims function, optimizing product development, and leading central flight planning to meet revenue objectives. 
Here's an opportunity to make a real impact in the world&rsquo;s first digitally native airline
About You:

Degree qualified, you will demonstrate a minimum 7 years of experience in Cargo operations within a complex airline network, specializing in supplier management, performance optimization, SLA management, and safety compliance. 
We&rsquo;d love to hear from you even more if you have experience in driving innovation and developing solutions that focus on cost efficiency and revenue growth. 
This is your opportunity to shape the future of air travel. Bring your best and show us why you can own this position within Riyadh Air. 
Please submit your application by clicking on the Apply button. Our Talent Acquisition team will be reviewing applications shortly.</div>

Network Cargo Operations and Customer Service Manager

JD.COM

<div>
 
 【About JD.com】
 
 
 JD.com (NASDAQ: JD and HKEX: 9618), also known as JINGDONG, has evolved from a pioneering e-commerce platform into a leading technology and service provider with supply chain at its core. Renowned for its supply chain innovation and excellence, JD.com has expanded into sectors including retail, technology, logistics, healthcare, and more, aiming to transform traditional business models with cutting-edge digital solutions. Ranked 47th on the Fortune Global 500, JD.com is China&rsquo;s largest retailer by revenue.
 
 
 
 
 
 【Our International Business】
 
 
 We are dedicated to building a digitally intelligent, cross-border supply chain and global retail infrastructure. Leveraging our global supply chain capabilities, JD.com continues to expand in markets where our competitive strengths shine. Currently, JD.com operates globally, with business activities in countries such as China, the U.S., U.K., Netherlands, France, Germany, Spain, Brazil, Hungary, Japan, South Korea, Australia, Thailand, Vietnam, Malaysia, Indonesia, Saudi Arabia, the UAE, and many others, reaching customers in every corner of the world.
 
 
 
 
 
 Learn more about us: https://corporate.jd.com/
 
 
 
 
 
 
 Job Description
 
 
 
 1.Develop and enhance the customer service quality assurance (QA) framework, including service standards, evaluation criteria, and quality control mechanisms.
 
 
 2.Conduct regular and systematic quality reviews of customer interactions (calls, tickets, chats), identify service gaps, analyze recurring issues, and ensure all assessments align with established quality standards.
 
 
 3.Establish a closed-loop quality improvement process by linking QA results with root-cause analysis, corrective action plans, and re-audit procedures to ensure continuous performance improvement.
 
 
 4.Create localized QA manuals, scoring rubrics, and workflow guidelines tailored to Saudi service scenarios, and design visual tools to support accurate and consistent quality evaluations.
 
 
 5.Lead customer service quality optimization initiatives through targeted training, coaching, and SOP refinement; ensure all materials are available in Arabic and English to support the Saudi-based customer service team.
 
 
 
 
 
 
 Job Requirement
 
 
 
 1.Bachelor's degree or above.
 
 
 2.Minimum 2 years of experience as a QA &amp; Training Specialist.
 
 
 3.Strong understanding of QA methodologies and customer interaction evaluation standards.
 
 
 4.Ability to analyze service data, identify root causes, and propose improvement actions. 5.Experience in developing QA guidelines, SOPs, and training materials.
 
 
 6.Strong communication and coaching skills, with the ability to work in a multicultural environment.
 
</div>

Customer Service Quality Manager (QA 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

Almarai - المراعي

The Company:Almarai is the world's largest vertically integrated dairy and the region's largest food and beverage manufacturing and distribution company. Headquartered in the Kingdom of Saudi Arabia, Almarai Company is ranked as the FMCG Brand in the MENA region and is a market leader in all its categories across the GCC. "Almarai currently employs over 46,000 employees servicing some 110,000 retail outlets and has reported net income of SAR 2.31 billion on sales of SAR 20.97 Billion in 2024."An aggressive expansion program together with acquisitions in new vertical markets have created an exciting opportunity to join a dynamic multinational team dedicated to furthering growth plans for the group. About the Role To promote professional responsible for communicating the how and why regarding service expectations within our company. These professionals perform several duties, including answering phones, replying by emails, responding to customer questions, and assisting with customer issues. Requirements Potential candidates must meet the requirements mentioned below: <ul> <li>Diploma or preferably in relevant stream (English, Marketing)</li> <li>Experience of office administration and working with the general public.</li> <li>Minimum 2 years of Experience in the Tele sales field.</li> <li>Hands on knowledge and experience in SAP or similar package.</li> <li>Should be a good team player.</li> </ul> Almarai offers a competitive package, generous leave, medical coverage, discretionary bonus, training, and development etc.This is a great opportunity to join a successful and expanding global business, offering an excellent remuneration and benefits package. Seniority level <ul> <li>Associate</li> </ul> Employment type <ul> <li>Full-time</li> </ul> Job function <ul> <li>Customer Service, Administrative, and Sales</li> </ul> Industries <ul> <li>Administrative and Support Services, Manufacturing, and Education Administration Programs</li> </ul> Get notified about new Customer Service Representative jobs in Riyadh, Saudi Arabia. Customer Service Titles <ul> <li>Customer Service Associate (Arabic speaker only)</li> <li>Customer Service Manager of Business Process Innovation</li> </ul> We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

Customer Service Representative

Qiddiya | القدية

<div>
 
 Qiddiya is Saudi Arabia's future capital of entertainment, sports, and culture &mdash; a 360 km&sup2; mega-project just outside Riyadh. From F1-grade racetracks and theme parks to stadiums and performance venues, we're creating a destination like no other. This is more than a project, it's a national transformation. As construction accelerates, we're hiring ambitious talent to help shape it. If you're driven by scale, impact, and the chance to build something iconic from the ground up, Qiddiya is calling for you.
 
 
 
 
 General Summary:
 
 
 
 Works collaboratively with the Director and Senior Manager of Customer Experience Strategy &amp; Planning on one or more transport projects to design and develop the proposed customer journey. Liaises with transport project teams, strategy, operations, and other relevant functions to embed a world-class customer experience. In collaboration with the Customer Intelligence team, assists in evaluating the effectiveness of transport initiatives that impact on the overall customer experience.
 
 
 
 Key Responsibilities:
 
 
 
 <ul>
 <li>
 Assists in the development of CX performance frameworks, KPIs, and investment plans
 </li>
 <li>
 Align customer experience goals with strategic transport plans and capital projects
 </li>
 <li>
 Assist in the development and refinement of end-to-end customer journeys across all modes of transport
 </li>
 <li>
 Support service planning and network design with a focus on customer outcomes
 </li>
 <li>
 Represent the voice of the customer in cross-departmental planning forums
 </li>
 <li>
 Prepare presentations, reports, and documentation related to customer journey planning and project updates
 </li>
 <li>
 Research and share global best practices in transport customer experience
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 
 Qualifications &amp; Experience:
 
 
 
 <ul>
 <li>
 Bachelor's degree in business Strategy, Service Design or Customer Experience
 </li>
 <li>
 5+ years in customer transport experience or service planning; GCC experience highly regarded
 </li>
 </ul>
</div>

Assistant Manager - Customer Experience Planning (CDU3) - CDUP 2062

IQVIA

<div>Role Purpose 
The Customer Success Manager plays a key role in ensuring that IQVIA&rsquo;s healthcare clients derive maximum value from our solutions and services. The role focuses 70% on ensuring overall client satisfaction and service excellence, and 30% on securing renewals and identifying opportunities for growth within existing accounts. 
This position partners closely with account directors, sales, and delivery teams to maintain strong client relationships, ensure smooth service delivery, and support business expansion initiatives. 
Key Responsibilities 
Client Service and Delivery<ul><li>Serve as the primary day-to-day contact for assigned clients, representing IQVIA in all service-related matters.</li><li>Manage a portfolio of 5&ndash;7 client accounts, ensuring delivery excellence, responsiveness, and strong relationship management at multiple organizational levels.</li><li>Coordinate internal teams (sales, consulting, delivery) to meet client needs as outlined in account plans and service agreements.</li><li>Conduct regular service and performance reviews, ensuring that deliverables, timelines, and quality meet or exceed expectations.</li><li>Address first-line client issues and coordinate with internal support to resolve escalations promptly.</li><li>Conduct client onboarding sessions, ensuring effective understanding and use of IQVIA solutions and tools.</li><li>Document client feedback and drive continuous improvement actions across support and delivery functions.</li></ul> 
Account Retention and Growth<ul><li>Support contract renewals, change requests (CRs), and client billing follow-ups in collaboration with account management and sales teams.</li><li>Develop an understanding of clients&rsquo; business priorities, operational challenges, and healthcare technology landscape to recommend relevant IQVIA services.</li><li>Identify up-sell and cross-sell opportunities across IQVIA&rsquo;s product portfolio through customer profiling and needs assessment.</li><li>Track account performance metrics and collaborate with the wider commercial team to ensure revenue retention and growth.</li></ul> 
Collaboration and Internal Coordination<ul><li>Partner with delivery, product, and consulting teams to ensure that client requirements are effectively translated into delivery outcomes.</li><li>Support the Account Director in developing and executing account plans aligned to IQVIA&rsquo;s budget and client satisfaction targets.</li><li>Provide input and insights for local and regional client service improvements, leveraging lessons learned from managed accounts.</li><li>Offer training and knowledge-sharing support to client stakeholders on relevant IQVIA platforms and processes.</li></ul> 
Qualifications and Experience<ul><li>Bachelor&rsquo;s degree in Business Administration, Health Informatics, Computer Science, or a related field .</li><li>6&ndash;10 years of experience in client-facing roles within Healthcare IT or Healthcare Information Systems.</li><li>Strong understanding of:</li><li>Hospital Information Systems (HIS)</li><li>Revenue Cycle Management
 </li><li>Payer/Provider workflows and healthcare insurance processes</li><li>Proven track record in client relationship management, service delivery coordination, and account retention.</li><li>Excellent communication skills with fluency in English
</li><li>Strong analytical skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment.</li></ul> 
Key Competencies<ul><li>Customer-focused and results-driven mindset
</li><li>Strong interpersonal and negotiation skills
</li><li>Collaborative across cross-functional teams
</li><li>Proactive problem-solving and follow-through
</li><li>Ability to convey technical information clearly to business users</li></ul>
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com</div>

Customer Success Manager - Healthcare System Solutions

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