204 Service Excellence jobs in Saudi Arabia

Job Summary:

The Director of the Service Excellence Center (SEC) will lead SRACO FM's initiative to enhance service quality and operational governance. This role, reporting directly to the Chief Operating Officer (COO), will ensure the delivery of consistent, high-quality FM services across over 200 projects through standardization, innovation, and continuous performance improvement. The Director will drive transformation by bridging strategy and execution, fostering operational discipline, and enabling digital advancements.

Key Tasks:

1. Strategic & Organizational Leadership

2. Establish the SEC as a governance and transformation hub.

3. Implement a standardized SRACO FM Operating Model across all business units.
4. Lead functional areas including QHSE, CAFM, Data Analytics, and Technical Support.

5. Align Operations, Commercial, HR, and ICT departments for integrated performance.

6. Quality, Compliance & Governance

7. Oversee Quality Assurance and Compliance Audits to ensure adherence to SLAs and KPIs.

8. Develop and enforce Standard Operating Procedures (SOPs) for all service lines.
9. Implement ISO frameworks and maintain audit readiness year-round.

10. Report performance and audit results to the COO and Executive Committee.

11. CAFM, Data & Digital Transformation

12. Lead the deployment of the CAFM Platform across all SRACO projects.

13. Develop data dashboards for real-time operational visibility.
14. Collaborate with ICT on middleware and automation tools.

15. Transition operational reporting to digital, data-driven systems.

16. Mobilization & Operational Readiness

17. Lead the Mobilization & Planning Unit for contract readiness.

18. Create Project Startup Playbooks for resource allocation and training.
19. Review and approve mobilization plans before handover.

20. Manage demobilization and transition to ensure contractual compliance.

21. Technical Support for Hard & Soft Services

22. Supervise Technical Managers for Hard and Soft Services.

23. Standardize preventive maintenance programs and asset management.
24. Develop technical guidelines aligned with best practices.

25. Support operations in troubleshooting and audits.

26. Continuous Improvement & Training

27. Manage the SRACO Service Excellence Academy and certification programs.

28. Introduce Lean FM and Kaizen methodologies for improvement.
29. Conduct lessons-learned sessions and quarterly reviews.

30. Foster a culture of accountability and service excellence.

31. Client Experience & ESG Integration

32. Develop a Client Experience Program to measure satisfaction.

33. Track ESG and Saudization KPIs under the Service Excellence framework.
34. Collaborate with BD and Operations on proposals and tenders.
35. Represent SRACO at industry forums and client reviews.

Qualifications & Skills:

• Education
  : Bachelor's degree in Engineering, Facilities Management, or Business Administration (Master's preferred).
• Experience
  : Minimum 15 years in large-scale FM or Operations, with at least 5 years in leadership roles focused on QA/QC or Service Excellence.
• Expertise
  : Proven track record in governance frameworks, digital FM systems (CAFM/CMMS), and service transformation.
• Knowledge
  : Familiarity with ISO systems, local content frameworks, and Vision 2030 initiatives.
• Skills
  : Strong communication, leadership, and stakeholder management abilities.
• Languages
  : Fluent in English; proficiency in Arabic is highly desirable.

Premium Solutions Consultancy is recruiting on behalf of a reputable client in Saudi Arabia for the position of Customer Care Manager We are looking for a dynamic and experienced professional to lead and enhance operational efficiency. Role:
Lead and improve customer service teams, focusing on digital channels and SAMA compliance.
Responsibilities:

• Enhance digital customer service strategies.
• Monitor KPIs for service effectiveness.
• Foster a customer-centric culture.
• Resolve complaints per SAMA regulations.
• Stay updated on fintech customer service trends.

Requirements:

• Proven experience in fintech customer service.
• Knowledge of SAMA’s "Sama-Care" initiative.
• Bilingual (Arabic/English) with strong communication skills.
• Analytical and leadership abilities.
  Potential and interested candidates whose profile closely matches the requirements may send their CV to:
  
  
  Please mention " Customer Care manager – KSA " in the subject line.

Certified as a Top Employer
, 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 — putting our people first and creating a workplace that nurtures collaboration, diversity, growth, and wellbeing.
It's time to make a move. Join our flow
We are looking for an
energetic and enthusiastic Customer Care Agent
to join our team in the Jeddah office. This role serves as the main point of contact for external customers and specializes in callouts, inbound customer queries, and outbound customer calls. In addition, the agent plays a vital role in supporting 24/7 operations and assisting the local team with key business applications and reporting.

What will you do?
Callout handling:

• Accountable to manage various types of contacts: alarm calls, test calls, customer calls including callouts & case registrations, outbound calls and technician calls.
• Callouts – from customer call to dispatch and closing the case.
• Accountable to identify safety situations and manage them by giving the adequate safety instructions as described in the global safety procedures. Customer Care Agent shows empathy, is aware about customer feeling in such situation and provides adequate safety advice to calm the passenger.
• Accountable to support supervisors in following up open callouts and make sure that technicians back-report open jobs. Specific reports on open jobs are available on Supervisor reports.
• Accountable to immediately connect the customer to the right person in the KONE organization, in case of any request not related to unplanned maintenance. If the KONE responsible person is not immediately found, the agent is accountable to pass the message of the customer to the responsible person, and to ensure the responsible person will contact the customer back.

Inbound:

• Receive and resolve queries and complaints.
• Follow up internally if necessary.
• Communicate resolution to customer.
• Identify possible leads from customer cases coming e.g. through web and assign those to the sales organization.

Outbound call handling:

• Conduct transactional surveys after a callout or project (e.g. customer satisfaction survey).
• Support local marketing in different customer contacting initiatives such as campaigns, etc.
• Nurse core 3 VA clients (annual contacting).

24/7 Service Monitoring & Operational Support:

• Monitor and manage 24/7 customer service operations, ensuring availability and responsiveness across all shifts.
• Support the operations team with:
• Report preparation and data tracking.
• KFM (KONE Field Mobility) application.
• Intune installation and access support.
• Other relevant KONE digital tools and applications as needed.

Are you the one?

• Bachelor or Diploma Degree holder.
• Minimum two years of customer service experience.
• Excellent communication, customer management, and IT skills.
• Stress tolerant and detailed focus.
• Highly motivated, goal-oriented, diligent, organized self-starter with an orientation towards a high level of customer service.
• Fluency in English and Arabic is a must.

What do we offer?

• Great dynamic team promoting a collaborative environment.
• Total reward elements that engage and motivate our employees and help us make KONE a great place to work.
• Comprehensive learning and development programs covering a wide range of professional skills.
• Engaging job with position description and clear targets.
• Regular feedback through performance discussions.
• Opportunities for individual development.
• Mentoring and coaching programs.
• Flexibility, trust and respect.
• Value-based culture, behaviors and ethics.
• Sustainability and innovation.
• Working for a successful organization.

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.
Read more on

Administrative Assistan
t

Riyadh, Saudi Arabia – Full-time / Hybrid / Remote

Company Description

Tetaman | تطمن is a licensed and accredited remote healthcare center by the Saudi Ministry of Health. Our mission is to improve the quality of life by making mental health and wellness services more accessible, affordable, and impactful. We believe that healthcare is not just about treatment — it's about creating a supportive environment that helps people thrive, including our team members.

Role Description

We are looking for a compassionate and service-oriented 
Customer Care Specialist

with 
0–2 years of experience

to join our growing team. In this role, you will be the first point of contact for our clients, providing exceptional support, answering inquiries, and ensuring a seamless experience throughout their journey with Tetaman. Your work will play a vital part in helping individuals access the care and resources they need to improve their well-being.

Key Responsibilities

• Respond to customer inquiries via chat, email, or phone in a timely and professional manner.
• Assist users in navigating the platform and understanding available services.
• Provide information about mental health programs, appointment scheduling, and account support.
• Escalate complex issues to relevant teams while ensuring follow-up and resolution.
• Collect feedback from clients and share insights to improve user experience.
• Contribute to building a positive, empathetic, and supportive relationship with clients.

Qualifications

• Bachelor's degree in Psychology, Communications, Business, or a related field.
• 0–2 years of experience in customer service, client support, or similar roles.
• Excellent communication and problem-solving skills with a high level of empathy.
• Ability to multitask, prioritize, and remain calm under pressure.
• Passion for helping people and contributing to mental health and wellness initiatives.
• Fluency in Arabic (English is a plus).

BUSINESS INTRODUCTION

Majid Al Futtaim Holding is the leading shopping mall, retail, communities, entertainment developer and operator in the Middle East, North Africa, and Central Asia regions. With over 43,000 people, revenues of over US$ 11 Billion, and operations in 18 countries. Some of the iconic brands we carry include Mall of the Emirates, Carrefour, All Saints, Lego, City Center, Abercrombie & Fitch, & Vox Cinemas. We believe in making Great Moments for Everyone, Every day.

JOB TITLE

Customer Care Representative | MAF Lifestyle | Customer Care

ROLE SUMMARY

Role Purpose: The Customer Care Representative is responsible for maximizing company sales growth and profitability by overseeing the daily routines, coaching, and developing associates to achieve better performance.

ROLE PROFILE

• Communicate all personnel, operational, and product issues to the appropriate Contact Center supervisor or manager. Process all customer requests accurately and efficiently. Focus on meeting the customer's expectations by utilizing all resolution options,
• Communicate pertinent information to all Contact Center associates. Communicate effectively and efficiently with all company associates and business contacts. Maintain an awareness and remain sensitive to the business demands and limitations of the Distri
• Actively participate in regular team meetings and leadership meetings, as required. Promote a keen sense of teamwork by working together safely, effectively, respectfully and efficiently with all associates.
• Leads the Way – Is able to prioritize work based on urgency and impact. Is able to communicate objectives in a clear manner. Reaches out to colleagues for support as and when needed to ensure timely delivery of objectives. Takes initiative to create posit
• Thinks Group – Understands how and where own role / work fits in the overall company. Demonstrates willingness and ability to collaborate. Actively achieves targets. Communicates well with colleagues. Listens attentively. Does not shy away from collaborate
• E-Commerce channel to achieve the yearly financial target. All CRM cases to be acknowledged within 24 hours, solution provided within 48 hours, resolved within 72 hours. All customers request through multiple channels are acknowledged within 1 hour.
• Possess a complete understanding of training and communication resources relevant to the position.
• Participate in ongoing training regarding technology upgrades and new systems applicable to the position.

REQUIREMENTS

• High School Certificate
• Retail or sales background
• English & Arabic speaker
• Minimum 1 year of experience in Customer services

WHAT WE OFFER

• At Majid Al Futtaim, we're on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We're proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us
• Work in a friendly environment, where everyone shares positive vibes and excited about our future.
• Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.

Job Summary:

The Customer Service Supervisor is responsible for overseeing the daily operations of the customer service team to ensure excellent service delivery, customer satisfaction, and adherence to company policies and standards. This role involves coaching and developing team members, monitoring performance, and driving continuous improvement.

Key Responsibilities:

• Supervise daily operations of the customer service team to ensure high-quality support.
• Monitor and evaluate team performance through KPIs such as response time, customer satisfaction, and first contact resolution rate.
• Handle escalated customer complaints and provide effective solutions in a timely manner.
• Schedule and assign team shifts to maintain adequate coverage.
• Conduct regular coaching, training, and performance feedback sessions.
• Prepare and submit periodic reports on team performance and customer feedback.
• Collaborate with other departments (Sales, Operations, IT, etc.) to resolve customer issues efficiently.
• Identify opportunities to improve processes, enhance efficiency, and elevate the overall customer experience.

Qualifications:

• Bachelor's degree in Business Administration or a related field.
• Minimum of
  3 years
  of experience in customer service, including at least
  1 year in a supervisory or team leader role.
• Excellent communication and interpersonal skills in both English and Arabic.
• Strong leadership, problem-solving, and conflict resolution skills.
• Proficiency in CRM systems and Microsoft Office tools.

ABANA Enterprises Group is looking for a dedicated Customer Care Officer to join our team.

The Customer Care Officer will be responsible for providing services to customers by responding to inquiries and following up on issues requiring attention through all communication channels. The role involves addressing ABANA's customers' needs, meeting their expectations, and ensuring overall satisfaction.

Additionally, the Customer Care Officer will coordinate the activities of the Customer Care Unit to ensure that customer concerns are resolved efficiently and professionally, maintaining a high level of customer satisfaction.

Duties/Core Responsibilities:

• Respond promptly to customer inquiries through various channels, including phone, email, live chat, and social media.
• Handle and resolve customer complaints with a high level of professionalism and empathy.
• Maintain accurate and detailed records of customer interactions, transactions, feedback, and complaints.
• Identify and assess customer needs to ensure a high level of satisfaction.
• Provide accurate information about products and services, and address any issues customers may encounter.
• Adhere to communication procedures, guidelines, and company policies.
• Collaborate effectively with internal departments (such as Sales, Technical Support, and Logistics) to ensure timely resolution of customer concerns.
• Proactively suggest improvements to enhance customer service processes and systems.
• Escalate unresolved issues to the appropriate department or supervisor when necessary.

Education and Training:

• Bachelor's degree in Marketing, Business Administration or related field.

Experience

• 0-2 years of working experience in related field.

Skills and Attributes

• Strong verbal and written communication skills in English
• Proficient in MS Office applications.
• Ability to work in a fast-paced environment and manage multiple tasks.
• Problem-solving skills and analyzing customer complaints or issues to come up with recommendations useful in resolving client problem.

Job Purpose:

• To provide and promote a professional, high-quality, front-line customer focused telephone service to all AJVA customers for various purposes, including but not limited to, answering queries and questions, handling complaints, troubleshoot problems, providing product information and performing telephonic and internet sales function within and ensuring customer satisfaction within the AJVA's policies, procedure, and objectives.

KEY ACCOUNTABILITIES & ACTIVITIES:

• Follow the day-to-day operations related to own job to ensure continuity of work.

• Contribute to the identification of opportunities for continuous improvement of processes and practices taking into account 'international best practice', improvement of business processes, cost reduction and productivity improvement.

• Assist in the preparation of timely and accurate reports of connection center to meet company and department requirements, policies and standards.

• Responsible for being first point of contact for all customers in order to ensure high quality service delivered and maximum customer satisfaction is achieved.

• Build and maintain long-term relationships with inquiring and/or buying customers through phone calls, emails and social media… to ensure sustained and increased sales and revenues.

• Ensure that all calls and complaints from customers (including MCI) are dealt with prompt and resolved on-time within AJVA's agreed policies, procedures and standards.

• Record and maintain customer information and feedback on CRM system in comprehensible manner and forward the queries of immediate attention to the concern department personnel.

• Coordinate and follow-up with the concern departments for the feedback on the customer concerns and queries forwarded to them.

• Support & On-time Execute
  "Guaranteeing Customer Satisfaction & Loyalty"
  programs as per defined AJVA & FORD standards and policies.

• Follow all relevant departmental policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.

• Comply with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment.

JOB SPECIFICATIONS:

• 0-2 years relevant experience in a related field or industry

• High School Certificate with preferably a Diploma in Sales, Marketing or any other related field