Senior Customer Service Manager
Posted date [13-Feb-2024]
(ID: 1639603)
Company profile
Tejari Saudi Arabia LLC (Tejari SA) was established in 2006 with a vision To become the leading business-to-business (B2B) electronic Marketplace in Saudi Arabia, and play a pioneering role in transforming the Kingdom economies into an Internet based trading environment, creating outstanding value for customers and increased returns on investments. Tejari SA mission is to maximize the business potential of our customers in the Kingdom by providing them with innovative electronic B2B services, enabling them to extend their reach and enhance their competitive standing. Tejari SA is a 100% Saudi Arabian company and its greatest strength is derived from its extensive experience of the local business environment. Saudi Telecom Company (STC) – the largest telecom service provider in the region holds 50% of Tejari SA shares, 40% of shares are held by Technology Investment Company (TechInvestCom) and the rest by National Information Systems Company (NIS). At present Tejari SA exclusively offers Tejari FZ LLC (www.Tejari.com) products and services in Saudi Arabia. Tejari is Middle East’s premiere business-to-business (B2B) electronic marketplace and remains the leading electronic procurement service provider with a demonstrated knowledge of the unique challenges and traditions of the region’s business community.
Job description
• Provide strategic directions on operational issues as well as monitor daily work procedures and productivity and assist in escalated problem resolution. • Work closely with Director CS in developing effective customer service processes and systems for efficient administration of Tejari Marketplace and quick resolution of customer issues. • Oversee the Contact Center in providing customer support as per acceptable service levels. • Oversee Service Center in centralizing and standardizing Tejari services to customers. • Function as a liaison on behalf of both the customer and customer service when working with other internal departments to ensure effective pursuit and attainment of customer satisfaction for all products and services. • Lead and manage technical support function for customers. Ensure effective and efficient resolution of customer queries and issues.
Qualifications
• Bachelor degree in Computer Science / Business Administration. • Minimum of 5 - 7 years’ prior experience • Professional Certification in Quality Management desirable • Understanding of global E-commerce practices • Client Management experience • Effectiveness of CRM and its interface with Technology Operations (Oracle and Netsuite) • Ability to manage problems, crisis and conflict.
Tejari Saudi Arabia LLC (Tejari SA) was established in 2006 with a vision To become the leading business-to-business (B2B) electronic Marketplace in Saudi Arabia, and play a pioneering role in transforming the Kingdom economies into an Internet based trading environment, creating outstanding value for customers and increased returns on investments. Tejari SA mission is to maximize the business potential of our customers in the Kingdom by providing them with innovative electronic B2B services, enabling them to extend their reach and enhance their competitive standing. Tejari SA is a 100% Saudi Arabian company and its greatest strength is derived from its extensive experience of the local business environment. Saudi Telecom Company (STC) – the largest telecom service provider in the region holds 50% of Tejari SA shares, 40% of shares are held by Technology Investment Company (TechInvestCom) and the rest by National Information Systems Company (NIS). At present Tejari SA exclusively offers Tejari FZ LLC (www.Tejari.com) products and services in Saudi Arabia. Tejari is Middle East’s premiere business-to-business (B2B) electronic marketplace and remains the leading electronic procurement service provider with a demonstrated knowledge of the unique challenges and traditions of the region’s business community.
Job description
• Provide strategic directions on operational issues as well as monitor daily work procedures and productivity and assist in escalated problem resolution. • Work closely with Director CS in developing effective customer service processes and systems for efficient administration of Tejari Marketplace and quick resolution of customer issues. • Oversee the Contact Center in providing customer support as per acceptable service levels. • Oversee Service Center in centralizing and standardizing Tejari services to customers. • Function as a liaison on behalf of both the customer and customer service when working with other internal departments to ensure effective pursuit and attainment of customer satisfaction for all products and services. • Lead and manage technical support function for customers. Ensure effective and efficient resolution of customer queries and issues.
Qualifications
• Bachelor degree in Computer Science / Business Administration. • Minimum of 5 - 7 years’ prior experience • Professional Certification in Quality Management desirable • Understanding of global E-commerce practices • Client Management experience • Effectiveness of CRM and its interface with Technology Operations (Oracle and Netsuite) • Ability to manage problems, crisis and conflict.
