125 Customer Service Management jobs in Saudi Arabia

Join to apply for the Service Management Expert role at Dicetek LLC .

The role holder is responsible for the day-to-day administration of the Service Management processes, ensuring adherence to agreed processes, identifying unassigned workload, and routine reporting on key performance indicators. The duties must be carried out in accordance with business policies and procedures.

• >5 years working within a Service Management function
• 3 to 5 years of relevant practical experience with Information Technology Infrastructure Library (ITIL) version 4
• 3 to 5 years managing Incidents
• 3 to 5 years overseeing Technical Change Management
• >3 years of process improvement experience
• Native Arabic Speaker
• Fluent in verbal and written English

• Not Applicable

• Contract

• Management and Manufacturing

• IT Services and IT Consulting

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The ITSM Specialist is responsible for supporting the continuity and quality of IT services by ensuring adherence to IT Service Management (ITSM) policies, procedures, and standards. The role focuses on the implementation, monitoring, and continuous improvement of ITSM practices in alignment with organizational goals and compliance requirements. Ensure the effective delivery of IT services to meet the needs of Bahri.

Key Performance Area:

ITSM Implementation & Compliance

• Support the implementation and continuity of IT services in accordance with established ITSM standards.
• Maintain and administer ITSM policies, procedures, and documentation to ensure relevance and accuracy.
• Monitor compliance with ITSM requirements and support their effective implementation within Bahri IT.
• Ensure ITSMS compliance is upheld within all relevant functions and assist in addressing non-conformance issues.
• Promote ITSM awareness across the organization through training and communication initiatives.
• Ensure ITSM documentation (policies, procedures, and guidelines) remains current and aligned with industry standards.

Performance Monitoring & Risk Management

• Generate reports on ITSM performance and identify areas for improvement.
• Conduct periodic risk assessments related to IT services and support the implementation of mitigation controls.
• Track and maintain IT assets, including licenses, to ensure accurate records and service delivery readiness.
• Assist in planning and conducting internal audits and support the coordination of ITSM external surveillance audits.
• Support vendor and supplier interactions for IT service and product procurement, including evaluation input and feedback.

Service Delivery Support

• Contribute to maintaining high standards of IT service delivery through best practices and user support.
• Monitor service-level agreements (SLAs) and assist in analyzing performance metrics.
• Participate in incident management, request fulfillment, and problem management processes.
• Communicate effectively with stakeholders to support issue resolution and enhance user satisfaction.

Qualifications and Experience:

Bachelor's degree in IT or equivalent.

Minimum of 4 years of relevant experience

Professional Certificates and Licenses:

• ITIL V4 foundation required.
• ITIL V4 MP Preferred
• ISO 2000 lead implementer Preferred

• Seniority level Associate

• Employment type Full-time

• Job function Information Technology
• Industries IT Services and IT Consulting

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Riyadh, Riyadh, Saudi Arabia 23 hours ago

Riyadh, Riyadh, Saudi Arabia 50 minutes ago

Riyadh, Riyadh, Saudi Arabia SAR180,000.00-SAR240,000.00 1 month ago

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About Us

Businesses are complex, and so are their workflows and challenges. Off-the-shelf AI solutions often fall short of meeting unique needs. At VisionX, we bridge this gap with deep AI expertise and an understanding of your processes, pain points, and goals. Since 2017, AI has been our core, enabling us to deliver tailored systems for businesses and customers. As innovation partners to world-leading brands and Fortune 1000 companies, we specialize in product strategy and custom application development, leveraging agile methods, accelerators, and pre-trained AI assets to fast-track your AI journey while creating Intellectual Property.

Recognized among Fast Company’s Top 10 Most Innovative Companies of 2020—alongside Microsoft and Snap Inc.—VisionX delivers cutting-edge solutions across industries. Our expertise spans computer vision, 3D modeling, AR, VR, decision sciences, and IoT, solving diverse challenges with precision and innovation. By aligning technology with your objectives, we deliver transformative solutions that drive growth.

Your Role:

As an IT Service Management Analyst (BSE) at VisionX, you will play a crucial role in optimizing IT service delivery by driving process improvements and enhancing operational efficiency. You will be responsible for analyzing existing IT processes, identifying areas for improvement, and implementing best practices aligned with ITIL frameworks.

Responsibilities:

1. Proactively assess, design, and refine IT operational processes to achieve greater efficiency, enhance performance, and ensure alignment with organizational goals.
2. Utilize key performance indicators (KPIs) to identify bottlenecks, prioritize improvements, and track the effectiveness of process changes.
3. Implement process improvements through automation, streamlining workflows, and leveraging monitoring technologies.
4. Foster a culture of continuous improvement within the IT department.
5. Collaborate with various departments (e.g., development, operations, support) to ensure process enhancements support broader business objectives.
6. Communicate effectively with stakeholders at all levels, including technical and non-technical personnel.
7. Ensure compliance with industry standards and regulations related to IT service management.
8. Utilize data analytics to identify trends, predict potential issues, and measure the impact of process improvements.
9. Prepare reports and presentations to communicate process performance and improvement initiatives to management.

What You Need:

1. 5-8 years of experience in IT service management (ITSM), with a strong understanding of ITIL frameworks and best practices.
2. ITIL certification (e.g., ITIL Foundation V4, ITIL Intermediate) is mandatory.
3. Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues.
4. Excellent communication and interpersonal skills, with the ability to effectively collaborate with diverse teams.
5. Proficiency in data analysis and reporting tools.
6. Experience with IT service management tools (e.g., ServiceNow, Jira) is a plus.
7. Strong understanding of IT operations, including incident management, problem management, change management, and release management.

Why Choose Us

Our global network of industry experts and mentors helps shape your growth and future. We believe in delivering client value through our work. We build products that are not good or great, but outstanding.

You deliver! We will make your stay and journey with us worthwhile.

We are an equal opportunity employer, and we value diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other legally protected status.

About Us

Businesses are complex, and so are their workflows and challenges. Off-the-shelf AI solutions often fall short of meeting unique needs. At VisionX, we bridge this gap with deep AI expertise and an understanding of your processes, pain points, and goals. Since 2017, AI has been our core, enabling us to deliver tailored systems for businesses and customers. As innovation partners to world-leading brands and Fortune 1000 companies, we specialize in product strategy and custom application development, leveraging agile methods, accelerators, and pre-trained AI assets to fast-track your AI journey while creating Intellectual Property.

Recognized among Fast Company’s Top 10 Most Innovative Companies of 2020—alongside Microsoft and Snap Inc.—VisionX delivers cutting-edge solutions across industries. Our expertise spans computer vision, 3D modeling, AR, VR, decision sciences, and IoT, solving diverse challenges with precision and innovation. By aligning technology with your objectives, we deliver transformative solutions that drive growth.

Your Role:

As an IT Service Management Analyst (BSE) at VisionX, you will play a crucial role in optimizing IT service delivery by driving process improvements and enhancing operational efficiency. You will be responsible for analyzing existing IT processes, identifying areas for improvement, and implementing best practices aligned with ITIL frameworks.

Responsibilities:

1. Proactively assess, design, and refine IT operational processes to achieve greater efficiency, enhance performance, and ensure alignment with organizational goals.
2. Utilize key performance indicators (KPIs) to identify bottlenecks, prioritize improvements, and track the effectiveness of process changes.
3. Implement process improvements through automation, streamlining workflows, and leveraging monitoring technologies.
4. Foster a culture of continuous improvement within the IT department.
5. Collaborate with various departments (e.g., development, operations, support) to ensure process enhancements support broader business objectives.
6. Communicate effectively with stakeholders at all levels, including technical and non-technical personnel.
7. Ensure compliance with industry standards and regulations related to IT service management.
8. Utilize data analytics to identify trends, predict potential issues, and measure the impact of process improvements.
9. Prepare reports and presentations to communicate process performance and improvement initiatives to management.

What You Need:

1. 5-8 years of experience in IT service management (ITSM), with a strong understanding of ITIL frameworks and best practices.
2. ITIL certification (e.g., ITIL Foundation V4, ITIL Intermediate) is mandatory.
3. Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues.
4. Excellent communication and interpersonal skills, with the ability to effectively collaborate with diverse teams.
5. Proficiency in data analysis and reporting tools.
6. Experience with IT service management tools (e.g., ServiceNow, Jira) is a plus.
7. Strong understanding of IT operations, including incident management, problem management, change management, and release management.

Why Choose Us

Our global network of industry experts and mentors helps shape your growth and future. We believe in delivering client value through our work. We build products that are not good or great, but outstanding.

You deliver! We will make your stay and journey with us worthwhile.

We are an equal opportunity employer, and we value diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other legally protected status.

2 weeks ago Be among the first 25 applicants

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Role Summary:

The ServiceNow Architect is responsible for the technical strategy, design, and delivery of all ServiceNow components supporting the CCC transformation. This includes AIOps integrations, CMDB & Service Mapping, and the Service Portfolio & Catalog Framework.

Role Summary:

The ServiceNow Architect is responsible for the technical strategy, design, and delivery of all ServiceNow components supporting the CCC transformation. This includes AIOps integrations, CMDB & Service Mapping, and the Service Portfolio & Catalog Framework.

The architect will design ServiceNow to act as a manager of managers, aggregating events, telemetry, and service health from multiple monitoring tools into a single command view.

Key Responsibilities:

• Architect the integration of monitoring and observability platforms (e.g., Dynatrace, Splunk, BMC TSOM, SolarWinds) into ServiceNow ITOM Event Management, enabling auto-ticketing, event enrichment, and intelligent incident response
• Lead the design and execution of CMDB & Service Mapping projects, ensuring accurate modeling of business services, infrastructure, and application dependencies
• Define the Service Portfolio and Service Catalog framework, aligning services to organizational roles, SLAs, and business outcomes
• Support implementation of Operational Intelligence and AIOps features within ServiceNow to drive predictive analytics, anomaly detection, and impact analysis
• Act as a ServiceNow SME to ensure alignment across CMDB, Change Management, and Monitoring Integration modules
• Collaborate with the Observability Architect to standardize data ingestion models, configuration item (CI) relationships, and service health dashboards
• Oversee customization, policy design, and configuration of CMDB reconciliation and data federation models
  
  

• 8-12 years of experience in ServiceNow architecture and enterprise ITSM/ITOM implementations
• Demonstrated experience delivering ServiceNow-based AIOps and CMDB integration projects
• Strong technical knowledge in:
• ServiceNow ITOM Event Management
• Service Mapping and Discovery
• CMDB Modeling and CI Relationships
• Service Portfolio & Catalog Design
• Experience in building ServiceNow as a manager of managers, integrating external systems like Splunk, BMC, Dynatrace, and SolarWinds
• Familiar with MID Server design, orchestration, and ITOM Health dashboards
• ServiceNow Certified System Administrator or Certified Implementation Specialist (ITOM or CMDB) preferred

• Seniority level Mid-Senior level

• Employment type Contract

• Job function Information Technology
• Industries IT Services and IT Consulting

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Riyadh, Riyadh, Saudi Arabia 18 hours ago

Riyadh, Riyadh, Saudi Arabia 19 hours ago

Riyadh, Riyadh, Saudi Arabia 23 hours ago

Riyadh, Riyadh, Saudi Arabia 8 minutes ago

Riyadh, Riyadh, Saudi Arabia 19 hours ago

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We are seeking a dedicated Customer Service Representative to join our team in Riyadh, Saudi Arabia. In this role, you will be the primary point of contact for our valued customers, ensuring their needs are met with professionalism, empathy, and efficiency. As a key member of our customer-focused organization, you will play a crucial role in maintaining high levels of customer satisfaction and contributing to our company's success.

• Respond promptly and effectively to customer inquiries via phone, email, and chat, striving for first-contact resolution
• Provide accurate information about our products, services, and policies to customers
• Process orders, refunds, and exchanges in a timely and accurate manner
• Identify and escalate complex issues to appropriate departments while keeping customers informed of progress
• Maintain detailed records of customer interactions and transactions using our customer relationship management (CRM) system
• Collaborate with team members to share knowledge and best practices for improving customer service
• Proactively identify opportunities to enhance customer experience and suggest improvements to existing processes
• Stay updated on company products, services, and policies to provide accurate and current information to customers
• Participate in regular team meetings and training sessions to continuously improve skills and knowledge
• Meet or exceed established performance metrics for call handling, customer satisfaction, and quality assurance
• Bachelor's degree in Business Administration, Communications, or a related field
• 1-2 years of experience in customer service or telesales
• Excellent verbal and written communication skills in English; bilingual proficiency (Arabic and English) is highly preferred
• Strong problem-solving abilities and attention to detail
• Demonstrated ability to remain calm and professional under pressure
• Proficiency in MS Office suite and familiarity with CRM systems
• Exceptional time management and organizational skills
• Customer-focused mindset with a commitment to delivering high-quality service
• Ability to adapt to changing priorities and handle multiple tasks efficiently
• Strong team player with a positive attitude and willingness to learn
• Basic computer literacy and typing skills

Job Title: Customer Service Supervisor

Location: Riyadh, Saudi Arabia

Company: Muvi Cinemas

Position Summary:

The Customer Service Supervisor plays a key role in leading the front-of-house team and ensuring an exceptional guest experience at Muvi Cinemas. This role involves supervising customer-facing staff, resolving escalated issues, ensuring service excellence, and maintaining operational standards during showtimes and daily cinema operations.

Key Responsibilities:

Customer Experience Management

• Supervise daily customer service operations, including box office, ushering, and concession areas.
• Ensure all guests receive timely, friendly, and efficient service.
• Address customer complaints and escalate unresolved issues to the Duty or Cinema Manager.
• Support the implementation of Muvi’s service standards and guest engagement strategies.

Team Supervision & Development

• Train, schedule, and coach CS team members to deliver consistent performance.
• Conduct daily team briefings and monitor on-floor behavior and appearance.
• Support new employee onboarding and ensure adherence to grooming and service standards.

Operational Support

• Assist in managing POS systems, ticketing, and cash handling processes.
• Monitor queues, lobby areas, and auditoriums to ensure smooth guest flow and readiness.
• Coordinate closely with other departments (F&B, maintenance, security) for service continuity.

Compliance & Safety

• Ensure staff comply with cinema SOPs, safety guidelines, and health regulations.
• Support emergency response procedures and customer evacuation protocols if required.
• Report any safety concerns or customer incidents to management.

Reporting & Feedback

• Prepare shift summaries, incident reports, and guest feedback logs.
• Recommend process improvements based on observed service gaps or guest input.
• Support special events, premieres, or high-traffic days with advanced planning and team coordination.

Qualifications:

• Diploma or Bachelor's degree in Business, Hospitality, or related field preferred.
• 2–4 years of experience in customer service, preferably in retail, hospitality, or entertainment sectors.
• Prior experience in a supervisory or shift leader role is essential.
• Strong interpersonal, communication, and problem-solving skills.
• Proficiency in POS systems and Microsoft Office.
• Willingness to work shifts, weekends, and holidays.
• Fluency in Arabic and English is preferred.

Certified as a Top Employer for UAE, Qatar, KSA, and Oman; KONE is dedicated to a better world of work and exhibits this through excellent people practices.

We are committed to fostering a great work culture and inspiring the highest standards of quality and efficiency from the team putting our people first and creating a workplace that nurtures collaboration, diversity, growth, and well-being.

We seek an energetic and enthusiastic Customer Service Administrator in Dammam, Saudi Arabia. The Customer Service Administrator is the voice of the KONE service department, focusing on multiple aspects of support in the service business. The successful candidate will provide administrative support for salespersons and supervisors, enabling them to maximize the time spent on customer-facing activities in the field.

Responsibilities and key activities:

General administrative support for Sales and Maintenance Supervisors:

Service Sales support activities

1. Sends customer letters and supports mass updates in maintenance contracts
2. Processes maintenance contract cancellation requests and informs Billing Administrator when invoice cancellation or credit note creation is required
3. Supports preparation of new maintenance contracts from NEB or competition and for renegotiations
4. Supports VB Sales activities (documentation, quality checks, internal handover packs, etc.)
5. Carries out data checks and quality audits for new contracts from the KONE Shared Service Center
6. Supports specific tasks from sales (e.g., contract creation)
7. Takes ownership of customer queries forwarded from the first level and follows up with salesperson and other services to get a response

Maintenance Operations support activities

1. Manages safety and site access documents of site personnel as requested by site managers and ensures that data is collected and delivered to KONE SSC for input
2. Enters fitter scheduling plans (on duty and backup assignments) in Konect, coordinating changes/updates of maintenance plans in SAP
3. Supports in repair and maintenance visit planning and communication with customer
4. Takes ownership of customer queries forwarded from the first level and follows up with field Supervisor and other services to get a response
5. Creates planned service repairs when needed
6. Supports technician and supervisor in material-related requests (PR creation, check availability, and follow up on delivery)

Specialized administration and support tasks:

Repair Tendering activities:

1. Validates repair sales leads and any missing information with the help of a Maintenance Technician or Technical Helpdesk
2. Liaises with the Maintenance Supervisor on the progress of sales leads, tenders, and orders
3. Converts the sales lead to a tender depending on the contract coverage
4. Pre-alerts customer of coming tender, ensures we have the decision maker’s correct contact details, communicates the tender to the decision maker, and ensures the customer received it correctly
5. Proactively explains the tender content and value to the customer
6. Follows up with the customer to check on the customer's decision in a timely manner and to ensure we get the order
7. Answers customer's questions about the tender content, price level, discounts, and scheduling
8. Creates the work/service order and confirms the order was received and created
9. Receives and resolves customer queries and complaints about repairs forwarded from customer service
10. Manages the repair sales funnel and reviews targets in the sales cockpit to ensure we reach our repair business target

3rd party inspection administration:

1. Analyzes inspection needs and schedules individual inspections
2. Receives and analyzes inspection reports, contacts customer for actions, hands over repair tender leads to Repair Admin, and follows up closing the remarks
3. Creates service/work orders and requests spare parts
4. Takes ownership of customer queries forwarded from the first level and follows up with field Supervisor and other services to get a response

Support in public tenders

1. Supports sales in proposal creation (public tenders)
2. Assists in contract and sales order creation for public bids (admin handover)
3. Takes ownership of customer queries forwarded from the first level and follows up with salesperson and other services to get a response

Support in customer reporting

1. Verifies and inputs customer data in customer portals (mainly done in KONE SSC)
2. Prepares working instructions for KONE SSC to input relevant information to customer portals
3. Takes ownership of customer queries forwarded from the first level and follows up with salespersons and other services to get a response.

Are you the one?

1. Diploma or higher will be advantageous.
2. 1 - 2 years of experience in a similar role with a strong focus on administration tasks.
3. Ability to handle and meet multiple deadlines and coordinate priorities accordingly.
4. Excellent organizational skills – able to perform duties with minimal supervision.
5. Proficient in Microsoft (Word, Excel, Outlook, Teams) with SAP and CRM experience advantageous.
6. Excellent English language skills both spoken and written.
7. Considering nationalization requirements, this position is open exclusively to Saudi nationals.

Please upload an updated copy of your CV to your application and shortlisted candidates will be sent an automated video interview to complete.