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    Customer Service Expert – Subject to Contract Award - Riyadh, المملكة العربية السعودية - Serco

    Serco
    Serco Riyadh, المملكة العربية السعودية

    تم العثور عليها في: beBee S2 SA - منذ 5 أيام

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    دوام كامل
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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 'World-Class' O&M operational standards and procedures, and their implementation across KSA government entities.

    Key accountabilities

    • Pro-actively 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:
    • Developing improved customer experiences by introducing standardized and innovative procedures across all aspects of O&M including:
      • Introducing new systems that improve customer experience
      • Developing new customer experience data capture, analysis and intelligence measures.
      • 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
    • Multi-channel 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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