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Our client is a leading Telecoms company in the Middle East. They have an outstanding reputation for delivering quality, innovation and reliability. They work with international companies on special projects and have a large multicultural workforce

We are 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: 3

Indirect Reports: 40+

KEY RESPONSIBILITIES

Unit Strategy

·         Provide over web, on phone and in person support to all Business Customers 

·         Prioritize and develop reasonable resolution time frames, segment/ARPU based and intelligent reporting tools

·         Develop competitive compensation matrix to retain customers

Reporting

• Manage and ensure all reporting complaints are resolved and replied to with maximum efficiency.
• Develop (with inputs from direct reports) service behaviour and market users feedback and share the outcomes with Business Care Heads

Service Support

• Provides professional support in problem solving/ fault finding and improving service performance
• Ensures all required network tools privileges are provided for technical troubleshoots 
• 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
• Ensuring the development of customer experience improvement initiatives in conjunction with service managers

·         Development of customer experience improvement initiatives and ensuring their effective communication to customer groups

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

Related Assignments

• Performs other related duties or assignments as directed

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