is working with a leading company who are hiring a Customer Service Supervisor to be based in Riyadh.Please note that you must meet all the criteria set out below for your application to be considered. Suitable candidates will be contacted within 5 working days. If you are not contacted by us within that time, please consider your application unsuccessful on this occasion.The main responsibilities will include but not limited to:
Oversee the day-to-day performance of the customer service team ensure compliance with SLAs.
Work closely with customer service manager to implement a clearly defined set of processes and quality standards across the team.
Prepare the customer service team shifts schedule.
Monitor and check the requests and incidents in the Service Management tool.
Provide coaching, training, and assistance to the team on how to handle incidents and service requests as per ITIL standards.
Develop and maintain reports on performance metrics, team productivity, and customer satisfaction.
To be successful you will need to meet the following:
Bachelor’s degree in IT, Business, or a related field.
ITIL v4 Foundation certification is a must.
Minimum 5 – 6 years of customer service, with at least 2 years of experience in a supervisory role within the Technology industry.
Hands-on experience with ITIL Service and Support processes.
Proficient in IT Service Management tools such as Remedy, Zendesk, or similar.
Advanced knowledge of MS Office 365.
Applicants should be available for face-to-face interviews in the location mentioned above.
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