Cutomer Service Manager in Riyadh Business Unit
National Water Company
Total years of experience :22 years, 11 Months
- Set short - Middle term plans in align with NWC long term plans
- Participate in developing and implementing customer service policies and procedures
- Oversee achievements & monitor performance of customer service agents to insure they present a high level of services to NWC Customers
- Insure that the necessary resources available to maintain high level services
- Coordinate with company management to support and implement growth strategies
- Review and approve customer service contracts
• Monitor daily work in NWC (CQ)
• Make sure that NWC’s standards of execution have been implemented in Customer Service Center(CSC), Filling Stations (FS), Call Center (CC).
• Suggest areas of improvement in all customer touch points.
• Prepare the (daily\ weekly \monthly\ quarter \ annual) report of NWCs’ customer service performance.
• Prepare studies of services in national Water company
• Prepare, Manage, Monitor and enhance Filling Station Contracts; which include
o Prepare RFP with coordination with Business Units.
o Follow up with (purchase department for contracting process, Finance for budgeting, and Business Units Director for bills management, etc.).
o Monitor Performance of the projects (Performance of the contractors)
o Process enhancement studies.
• Prepare, Manage, Monitor and enhance Filling Station Contracts; which include
o Prepare RFP with coordination with Business Units.
o Follow up with (purchase department for contracting process, Finance for budgeting, and Business Units Director for bills management, etc.).
o Monitor Performance of the projects (Performance of the contractors)
o Process enhancement studies.
• Build the Department of Water & Electricity Exhibition as it new initiative of the National Water Company, which include;
o Set the Policy & Procedures
o Set the Hierarchy of the department
o Set the job description for all the team of Exhibition
• Supervise the construction of the Exhibition's which include the following;
o Contracted with specialized Singaporean company in exhibition management.
o Coordinate with facility department and Project department for reviewing the design.
• Set the annual plan of the exhibition
• Managing In-door and Out-door water conservation campaigns
• Managing all the work flow in the Office.
• Reviewing the letters.
• Supervise the Communication staff.
• Lead the team of CEO's Office staff,
• Supervise the Work-flow System, which include;
o Setting the requirements.
o Coordinating with purchasing for Contracting issues.
o Testing System and modifying.
o Training.
o Implementation.
o Improve and enhancement.
Handling:
- Appointments.
- Calls.
- Reservation.
- Meetings
- Coordination
Handling:
- Coordination with other departments
- Communication.
- Reservation
Supervising the Communication team.