Customer Services Manager- Water Sector

Customer Services Manager – Water Sector

Join Aqualia in Al-Qassim, Saudi Arabia, as a **Customer Services Manager** and drive excellence in client relations within the dynamic water sector. This pivotal role offers the opportunity to lead a high-performing customer service team, implement innovative strategies, and ensure unparalleled service delivery in a globally recognized organization. If you are passionate about operational leadership, customer-centric solutions, and sustainable growth in water infrastructure, this is your chance to make a meaningful impact.

Aqualia is seeking a seasoned professional with a proven track record in managing customer service operations within the water or hydraulic infrastructure sector. In this strategic position, you will oversee end-to-end customer service functions, foster loyalty, and elevate service standards to align with Aqualia’s commitment to excellence. Your expertise will be instrumental in shaping policies, optimizing workflows, and driving both qualitative and quantitative success.

Key Responsibilities

As the Customer Services Manager, your role will encompass a broad spectrum of responsibilities designed to enhance customer satisfaction, operational efficiency, and team performance:

• Leadership and Operational Oversight: Supervise daily customer service operations while managing the department’s approved budget to ensure financial accountability and resource optimization.
• Customer-Centric Solutions: Promptly address and resolve customer inquiries, complaints, and issues with a proactive and solution-driven approach, ensuring full ownership of each case until resolution.
• Strategic Planning and Execution: Develop and implement customer satisfaction goals, loyalty programs, and service standards that align with industry best practices and Aqualia’s core values.
• Data-Driven Decision Making: Analyze service statistics, generate detailed reports, and leverage insights to continuously improve processes and customer experiences.
• Team Development: Recruit, mentor, and empower customer service agents by fostering a culture of excellence, professional growth, and collaboration.
• Process Optimization: Design and refine customer service procedures, policies, and workflows to enhance efficiency, reduce response times, and drive organic business growth.
• Industry Expertise: Stay abreast of the latest trends, technologies, and methodologies in the water sector and customer service industry to ensure Aqualia remains at the forefront of innovation.
• Resource Management: Allocate resources effectively to meet both quantitative targets and qualitative service excellence standards.

Requirements

To excel in this role, you must bring a blend of technical expertise, leadership acumen, and a deep commitment to customer service:

• Extensive Experience: A minimum of **5 years of specialized experience in the water sector**, complemented by **10 years in a customer services management role**, ensuring a robust foundation in both industry-specific challenges and operational leadership.
• Technical Proficiency: Proficiency in **Microsoft Office** and customer service software, with an ability to leverage technology for streamlined operations and data management.
• Communication Excellence: Outstanding **written and verbal communication skills** in English, coupled with strong interpersonal abilities to engage stakeholders, resolve conflicts, and inspire teams.
• Management and Leadership: A deep understanding of **management practices**, including team development, performance evaluation, and strategic planning, to drive both individual and organizational success.
• Problem-Solving Mindset: A proactive approach to identifying challenges, implementing solutions, and fostering a customer-centric culture that prioritizes satisfaction and loyalty.

This is more than a job—it’s an opportunity to lead with vision, drive operational excellence, and contribute to Aqualia’s mission of delivering sustainable water solutions. If you are ready to take on this challenge and make a lasting impact, we invite you to apply.

To proceed with your application, please submit your **CV and a tailored cover letter** highlighting your relevant experience to [email protected]. We look forward to reviewing your candidacy and exploring how your expertise can elevate our customer service team.