Customer Service Exp....
Customer Service Expert Subject to Contract Award - Serco
Posted on :
02-03-2024
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1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
02-03-2024
Job Description
Req ID : 2585350
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
This job has been sourced from an external job board.
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Employment Type
Full Time
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