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    Customer Service Expert Subject to Contract Award - Riyadh, المملكة العربية السعودية - Talent Pal

    Talent Pal
    Talent Pal Riyadh, المملكة العربية السعودية

    منذ يومين

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    Job Summary

    The key purpose of the Customer Service Expert is part of a team of O&M subject matter experts tasked with supporting the delivery of WorldClass O&M operational standards and procedures and their implementation across KSA government entities.

    Key accountabilities

    • Proactively lead the development global best practice benchmarking and application of core customer service procedures and standards as a major component of the new National O&M Manual for Saudi government
    • Provide Customer Service subject matter expertise across all Saudi government entities either according to the strategic plan or in response to entity request
    • Support the matrixed organization in the effective delivery of complex contract deliverables across O&M practice by holistically integrating customer service thought leadership
    • Engage and maintain close working relationships within the client and its partner Consultancy in order to optimize O&M best practices
    • Insure the effective enablement of Saudi government entity operational management by:

    What we are looking for in our candidates:

    • Minimum 10 years experience in related field on national / international major initiatives and developments.
    • Record of engagement with a wide range of stakeholders and wider commercial and public sector stakeholders.
    • Expert in development and implementation of best practice standards and processes.
    • Extensive experience of working internationally (preference for Middle East / KSA).
    • Excellent verbal and written communication skills.
    • A proven track record of instituting continuous improvement and change management

    Specific requirements

    • Bachelor of Science / Engineering or Service Industry discipline from an accredited university.
    • Demonstrable subject matter expertise (and where appropriate accreditation) across the following elements of O&M:
    • Customer service operations and standards
    • Employee Happiness & satisfaction measurement
    • Multichannel customer service systems
    • Customer feedback monitoring and reporting
    • Customer data security and use
    • Communications & CRM
    • Facility Management
    • Emergency Management
    • Space Management
    • Janitorial / Cleaning Procedure Definition
    • Fleet Management Procedure Definition

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