Customer Service Manager
On-siteRiyadh, Riyadh Region, Saudi Arabia
Job Summary
Lead and manage a team of customer service representatives, providing direction, mentorship, and performance management to drive retention, expansion, and satisfaction. Oversee escalated inquiries, analyze client feedback for upsell opportunities, and implement process improvements to optimize conversion pathways and operational efficiency. Design training programs, prepare KPI reports, and collaborate with operations, compliance, and sales to resolve issues and ensure regulatory adherence. Adapt to rotational shifts catering to foreign and domestic markets. Requires Arabic fluency, Mandarin preference, and knowledge of stockbroking processes.
Required Qualifications
- Bachelor's degree in business, finance, or a related field
- Minimum 5 years of relevant experience
- At least 2 years of directly managing customer success, customer service, or sales support team
- Arabic (Native/Fluent)
- English (Business level)
- Strong leadership and team management skills
- Excellent communication and interpersonal skills
- Knowledge of financial markets and stockbroking processes
- Ability to handle stressful situations and resolve conflicts effectively
- Proficiency in customer service software and CRM systems
- Adaptability to handle rotational shifts
Desired Qualifications
- Mandarin (preferred but not mandatory)
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