Customer Service Expert - Subject to Contract Award

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