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.
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 Drive adherence to SLAs and KPIs: CSAT, FRT, AHT, backlog, repeat contact rate, callbacks, quality, and productivity.
 </li>
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 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>
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 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>
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 Identify and implement automation and self-serve opportunities (AI bots, templates, macros) to drive efficiency.
 </li>
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 Regularly review agent and team performance using performance management tools; identify development areas.
 </li>
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 Ensure timely hiring, onboarding, and ramp-up of agents and team leads.
 </li>
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 Ensure workforce management adherence, manpower rostering, shift planning, breaks, and leave planning.
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 Deliver reports and insights (daily/weekly/monthly) to CS leadership with recommendations for process improvements.
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 Represent Voice of Customer (VoC) to drive cross-functional CX improvements.
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 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>
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 Knowledge of CRM platforms, IVR systems, and WFM tools.
 </li>
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 Solid skills in MIS reporting, SLA governance, and process compliance
 </li>
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 Excellent conflict resolution, negotiation, and communication (written and verbal) skills
 </li>
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 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>
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 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

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

Vivo

Job Description: Customer Service Operations Specialist Reports to: Customer Service ManagerLocation: Riyadh, Saudi ArabiaJob PurposeTo provide comprehensive operational and administrative support to the Customer Service Manager by coordinating department activities, managing strategic partner relationships (Jarir, Lulu, Nesto), ensuring compliance with service standards, and enhancing customer satisfaction through efficient maintenance coordination, reporting, and claims management.Key Responsibilities 1. Operations Supervision &amp; Administration - Support the department manager in organizing and supervising daily customer service activities.- Ensure smooth workflow and compliance with company policies and procedures.- Assign and monitor tasks among internal teams and authorized service centers.- Assist in developing and implementing departmental operational plans.2. Strategic Partner Management - Serve as the primary contact for strategic partners: Jarir, Lulu, and Nesto .- Manage all partner communications professionally and ensure timely responses.- Resolve operational issues and ensure adherence to Service Level Agreements (SLAs).- Maintain strong partner relationships through consistent follow-up and support.3. Maintenance &amp; Spare Parts Coordination - Coordinate spare parts dispatch to Jarir according to customer maintenance contracts.- Track maintenance operations for Jarir customers to ensure contractual compliance.- Accurately record and update maintenance data, including DOA (Dead on Arrival) cases.- Monitor device repair status and maintain system accuracy.4. Shipping &amp; Logistics Management - Process shipping waybills for customers outside Riyadh and Jeddah service coverage.- Coordinate with logistics providers to ensure timely dispatch and delivery.- Verify compliance with shipping protocols and shipment security.5. Reporting &amp; Performance Monitoring - Prepare and analyze periodic maintenance reports (including monthly Jarir reports).- Monitor key performance indicators (KPIs) for customer service services and partners.- Present findings and improvement recommendations to senior management.6. Invoicing &amp; Claims Processing - Submit maintenance invoices and claims for partners (Jarir, Lulu, Nesto).- Collaborate with the Finance Department to ensure accurate and timely claim approvals.Qualifications &amp; Requirements Education &amp; Experience - Bachelor&rsquo;s degree in Business Administration, Supply Chain, or related field.- Minimum 3 years of experience in customer service, customer service, or operations, preferably in electronics/telecom.- Experience with strategic partner or account management.Skills &amp; Competencies - Excellent communication in Arabic and English .- Proficiency in MS Office and ERP/CRM systems.- Strong organizational and problem-solving abilities.- Ability to work under pressure and manage multiple priorities.- Knowledge of KSA market and retail partners (Jarir, Lulu, Nesto) is a plus.Personal Attributes - Detail-oriented and proactive.- Strong interpersonal and negotiation skills.- Customer-focused with a service mindset.نوع الوظيفة: دوام كاملالراتب المدفوع: ﷼٤٬٠٠٠٫٠٠&nbsp;لكل شهر

خدمة العملاء Customer Service

vivo | WEIWO ELECTRONIC AND TECHNOLOGY

Job Description: Customer Service Operations Specialist Reports to: Customer Service ManagerLocation: Riyadh, Saudi ArabiaJob PurposeTo provide comprehensive operational and administrative support to the Customer Service Manager by coordinating department activities, managing strategic partner relationships (Jarir, Lulu, Nesto), ensuring compliance with service standards, and enhancing customer satisfaction through efficient maintenance coordination, reporting, and claims management.Key Responsibilities 1. Operations Supervision &amp; Administration - Support the department manager in organizing and supervising daily customer service activities.- Ensure smooth workflow and compliance with company policies and procedures.- Assign and monitor tasks among internal teams and authorized service centers.- Assist in developing and implementing departmental operational plans.2. Strategic Partner Management - Serve as the primary contact for strategic partners: Jarir, Lulu, and Nesto .- Manage all partner communications professionally and ensure timely responses.- Resolve operational issues and ensure adherence to Service Level Agreements (SLAs).- Maintain strong partner relationships through consistent follow-up and support.3. Maintenance &amp; Spare Parts Coordination - Coordinate spare parts dispatch to Jarir according to customer maintenance contracts.- Track maintenance operations for Jarir customers to ensure contractual compliance.- Accurately record and update maintenance data, including DOA (Dead on Arrival) cases.- Monitor device repair status and maintain system accuracy.4. Shipping &amp; Logistics Management - Process shipping waybills for customers outside Riyadh and Jeddah service coverage.- Coordinate with logistics providers to ensure timely dispatch and delivery.- Verify compliance with shipping protocols and shipment security.5. Reporting &amp; Performance Monitoring - Prepare and analyze periodic maintenance reports (including monthly Jarir reports).- Monitor key performance indicators (KPIs) for customer service services and partners.- Present findings and improvement recommendations to senior management.6. Invoicing &amp; Claims Processing - Submit maintenance invoices and claims for partners (Jarir, Lulu, Nesto).- Collaborate with the Finance Department to ensure accurate and timely claim approvals.Qualifications &amp; Requirements Education &amp; Experience - Bachelor&rsquo;s degree in Business Administration, Supply Chain, or related field.- Minimum 3 years of experience in customer service, customer service, or operations, preferably in electronics/telecom.- Experience with strategic partner or account management.Skills &amp; Competencies - Excellent communication in Arabic and English .- Proficiency in MS Office and ERP/CRM systems.- Strong organizational and problem-solving abilities.- Ability to work under pressure and manage multiple priorities.- Knowledge of KSA market and retail partners (Jarir, Lulu, Nesto) is a plus.Personal Attributes - Detail-oriented and proactive.- Strong interpersonal and negotiation skills.- Customer-focused with a service mindset.Job Type: Full-timePay: ﷼6,000.00 - ﷼7,000.00 per monthEducation:<ul><li>Bachelor's (Preferred)</li></ul>Experience:<ul><li>Customer Service Operations: 3 years (Preferred)</li><li>Warehousing operations: 2 years (Preferred)</li><li>Strategic Partner Management : 2 years (Preferred)</li><li>Mobile Center After Sales: 2 years (Preferred)</li></ul>Language:<ul><li>Arabic (Preferred)</li><li>English (Preferred)</li></ul>

Customer Service Operations Specialist

Location: Riyadh, Saudi ArabiaJob PurposeTo provide comprehensive operational and administrative support to the Customer Service Manager by coordinating department activities, managing strategic partner relationships (Jarir, Lulu, Nesto), ensuring compliance with service standards, and enhancing customer satisfaction through efficient maintenance coordination, reporting, and claims management.Key Responsibilities 1. Operations Supervision &amp; Administration - Support the department manager in organizing and supervising daily customer service activities.- Ensure smooth workflow and compliance with company policies and procedures.- Assign and monitor tasks among internal teams and authorized service centers.- Assist in developing and implementing departmental operational plans.2. Strategic Partner Management - Serve as the primary contact for strategic partners: Jarir, Lulu, and Nesto.- Manage all partner communications professionally and ensure timely responses.- Resolve operational issues and ensure adherence to Service Level Agreements (SLAs).- Maintain strong partner relationships through consistent follow-up and support.3. Maintenance &amp; Spare Parts Coordination - Coordinate spare parts dispatch to Jarir according to customer maintenance contracts.- Track maintenance operations for Jarir customers to ensure contractual compliance.- Accurately record and update maintenance data, including DOA (Dead on Arrival) cases.- Monitor device repair status and maintain system accuracy.4. Shipping &amp; Logistics Management - Process shipping waybills for customers outside Riyadh and Jeddah service coverage.- Coordinate with logistics providers to ensure timely dispatch and delivery.- Verify compliance with shipping protocols and shipment security.5. Reporting &amp; Performance Monitoring - Prepare and analyze periodic maintenance reports (including monthly Jarir reports).- Monitor key performance indicators (KPIs) for customer service services and partners.- Present findings and improvement recommendations to senior management.6. Invoicing &amp; Claims Processing - Submit maintenance invoices and claims for partners (Jarir, Lulu, Nesto).- Collaborate with the Finance Department to ensure accurate and timely claim approvals.Qualifications &amp; Requirements Education &amp; Experience - Bachelor&rsquo;s degree in Business Administration, Supply Chain, or related field.- Minimum 3 years of experience in customer service, customer service, or operations, preferably in electronics/telecom.- Experience with strategic partner or account management.Skills &amp; Competencies - Excellent communication in Arabic and English .- Proficiency in MS Office and ERP/CRM systems.- Strong organizational and problem-solving abilities.- Ability to work under pressure and manage multiple priorities.- Knowledge of KSA market and retail partners (Jarir, Lulu, Nesto) is a plus.Personal Attributes - Detail-oriented and proactive.- Strong interpersonal and negotiation skills.- Customer-focused with a service mindset.Job Type: Full-timePay: ﷼5,000.00 - ﷼6,500.00 per monthEducation:<ul><li>Bachelor's (Preferred)</li></ul>Experience:<ul><li>After Sales Operations (Mobiles Service Centre): 2 years (Required)</li><li>Administrative and Operational Supervision: 2 years (Required)</li><li>Strategic Partner Relationship Management: 1 year (Required)</li><li>Reporting &amp; Claims Management: 1 year (Required)</li></ul>Language:<ul><li>Arabic (Required)</li><li>English (Preferred)</li></ul>Location:<ul><li>Riydh (Preferred)</li></ul>

After-Services Operations Specialist

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

Confidential Government

<div>
 
 A leading
 
 semi-government entity
 
 in Saudi Arabia&rsquo;s is looking for skilled professionals to join its growing team. Headquartered in
 
 Riyadh
 
 , the organization plays a strategic role in supporting national development initiatives and driving long-term impact across key sectors.
 
 
 
 
 
 If you are looking for a meaningful career with an organization committed to
 
 sustainability, innovation, and industry excellence
 
 , this is your opportunity to be part of something impactful.
 
 
 
 
 
 
 Apply now and be part of a future-focused organization shaping tomorrow&rsquo;s success.
 
 
 
 
 
 
 
 Job Purpose:
 
 
 
 The General Manager of Customer Experience will lead the development and execution of strategies and initiatives aimed at enhancing investment engagement and overall stakeholder experience. This role is responsible for supporting investors and government stakeholders, identifying opportunities for value-added services, and driving sustainable growth through the delivery of a world-class customer experience.
 
 
 
 
 
 
 Key Accountabilities:
 
 
 
 
 1. Customer Journey &amp; Process Optimization
 
 
 <ul>
 <li>
 Map and optimize the end-to-end investor journey, including interactions with government entities, to identify key touchpoints that enhance the overall customer experience.
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 Design and implement strategies to streamline processes, reduce friction points, and ensure a consistent experience across all stages of the investor lifecycle.
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 Define Customer Experience Service Level Agreements (SLAs) and monitor performance KPIs in coordination with the Planning &amp; Performance team.
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 </ul>
 
 
 2. Customer Service Center Management
 
 
 <ul>
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 Lead the Customer Service Center to ensure timely, accurate, and effective resolution of inquiries, concerns, and feedback.
 </li>
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 Oversee the proper triaging and routing of inquiries to relevant Level 1 and Level 2 support teams.
 </li>
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 Establish and enforce service standards that deliver a responsive and positive experience for investors, citizens, and government or legal entities.
 </li>
 </ul>
 
 
 3. Customer Engagement &amp; Relationship Management
 
 
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 Develop and execute proactive engagement strategies across multiple channels to strengthen relationships with investors and government stakeholders.
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 Implement tailored communication and structured feedback mechanisms to support long-term engagement and retention.
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 Act as the primary relationship owner for key investor accounts.
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 </ul>
 
 
 4. Account Management &amp; Regulatory Interface
 
 
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 Support investors throughout the licensing and application lifecycle, acting as the main interface between investors and relevant regulatory and compliance teams.
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 Ensure the collection of required declarations, follow up on outstanding dues or penalties, and keep investors informed of compliance-related matters.
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 Enhance investor awareness of regulatory requirements, policy updates, and application-specific guidelines.
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 </ul>
 <li>
 </li>
 
 
 
 
 
 Minimum Qualifications &amp; Experience:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in business administration, Marketing, Public Relations, or a related discipline is required.
 </li>
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 A master&rsquo;s degree preferably an MBA or an advanced qualification in Strategy or Customer Experience Management&mdash;is highly preferred.
 </li>
 <li>
 Minimum 14 years of experience in Customer Experience (CX), Account Management, or Business Development,
 
 with at least
 
 
 5 years in a senior leadership.
 
 </li>
 </ul>
</div>

General Manager Customer Experience

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