Telecom Job VACANCY for DIRECTOR OF CUSTOMER SUPPORT || Saudi Arabia

Looking for an experienced Director of Customer Support to join the team in Jeddah, Saudi Arabia. 
Open to Arabic nationals only


OVERVIEW OF ROLE
Manages the efficiency and support level of Retention/ Complaint Management and Technical Support. Evaluates the complete lifecycle of all incoming corporate complaints. Ensures the efficiency of retention activities and provides professional support in decision making. Liaise closely with Business Care heads to execute programs that resolve customer complaints from the first call


Reporting to: VP Business Care 
Direct Reports: 3Indirect Reports: 40+


KEY RESPONSIBILITIES
Unit Strategy 
• Provide over web, on phone and in person support to all Business Customers 
• Develop competitive compensation matrix to retain customers 
Reporting
• Manage and ensure all reporting complaints are resolved and replied to with maximum efficiency. 
Service Support
• Provides professional support in problem solving/ fault finding and improving service performance
• Manages the development of the complaint management module from time to time to stay updated with the market requirements
Complaint Lifecycle
• In cooperation with the account management heads – develop and implement strategies to increase query closures at the first level of support.
• Develop mechanisms to eliminate customer dissatisfaction from services
Performance “upgrade”
• Monitor processing of trouble tickets and service requests in accordance with pre-defined service level agreements
• Manages all customer billing disputes that are raised through complaints and ensures the closure with customer satisfaction 
Customer Experience Management
• Manages the direct interaction effectiveness with all corporate segments and monitors these in precise:
• Defining and developing KPIs for customer experience
People Management
• Performs personnel functions (e.g. recruiting, interviewing, selecting, supervising, etc.) for the purpose of maintaining adequate Customer Support Center.
• In compliance with the company’s strategy, ensures staff’s satisfaction and personal development. 
Service Excellence
• Run retention campaigns from time to time to ensure that business customer’s loyalty is maximized
• Oversee the retention results and recommend methods to make it better
Service Delivery 
• Oversees technology contract management activities (e.g. RFP process, vendor selection, contract monitoring and post-implementation) for the purpose of ensuring consistency in purchasing practices & compliance with adopted technology standards.
Communications
• Circulate the most frequent problem types to business care heads and initiate awareness sessions from time to time • Gather all complaints from Business teams to study them to develop competitive retention programs


ESSENTIAL REQUIREMENTS
• Bachelor degree in a technical field 
• MBA preferred
• 8-10 years professional experience 
• At least 4 years of expertise in communications and/or engineering and networking 
• Strong team management skills
• Strong interpersonal skills
• PC literate
• Fluent and literate in English and Arabic• Arabic nationals only to apply


KEY SKILLS
• Customer Service Focus 
• Communication
• Decision Making
• Innovation
• Leadership• Team work


BENEFITS
• Salary will reflect experience levels and interview performance 


To apply in confidence please email your CV to tilly@firstresortrecruitment.com