Customer Excellence Manager
- Dammam, Ash Sharqiyah
- Permanent
- Full-time
- Lead and oversee the delivery of technical support and maintenance services.
- Supervise a team of engineers and service professionals, ensuring high service standards.
- Develop and maintain proactive maintenance schedules to reduce client downtime.
- Work closely with clients to tailor support based on their operational needs.
- Monitor performance metrics and implement continuous improvement initiatives.
- Conduct service review meetings with clients to gather feedback and refine offerings.
- Introduce best practices to elevate the overall quality of service.
- Hire, train, and coach customer service staff.
- Lead performance management and professional development efforts.
- Foster a collaborative, customer-focused team culture.
- Act as the primary point of contact for post-sale client issues.
- Build trusted relationships with key stakeholders.
- Anticipate and resolve client concerns to support retention.
- Maintain accurate documentation of client interactions and service activities.
- Provide regular reports on service delivery and customer satisfaction.
- Use CRM and service platforms to monitor progress and track KPIs.
- Bachelor's degree in Engineering or a related discipline.
- 10+ years of experience in customer service or maintenance management within a digital, technical, or industrial environment.
- Strong team leadership and communication skills.
- Proficient in CRM and maintenance software.
- Fluent in English; Arabic is strongly preferred.
- Opportunities for professional growth within a stable and established organisation.
- A collaborative and supportive work environment in Dammam.
- The chance to make a meaningful impact on customer service operations.