Customer Experience (CX) Manager
invygo, Saudi Arabia

As a Customer Experience Manager, you are responsible for driving world class customer experience, leading a team of Specialists who provide support in the GCC markets. You are a brand champion, with incredible problem-solving skills and are not afraid of difficult questions, troubleshooting issues with the customer and providing as much information as possible to the Tech team to resolve it in record time.

You work efficiently, multitask and address customers with a positive amp; can-do attitude to offer the most amazing, friendly, and helpful customer experience. You are an excellent listener, passionate and empathetic and utilize these strong assets to ensure positive communication when dealing with all stakeholders internally amp; externally, especially with our lovely customers and colleagues. You are the voice of the customer in Invygo and promote their feedback internally driving insights to the Product/Dev. teams to enhance their experience through product improvement.

You report to the Director of Customer Experience and work in a multicultural environment with great possibility of growth amp; development.

• Improve customer service experience, create engaged customers and facilitate organic growth
• Develop service procedures, policies and standards
• Analyse statistics and compile accurate reports
• Recruit, mentor and develop CX Specialists and nurture an environment where they can excel
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Maintain an orderly workflow according to priorities

Requirements

• Proven working experience as a CX Lead/Manager within fast-paced organisations
• Excellent knowledge of management methods and techniques
• Working knowledge of customer service software, databases and tools
• Ability to think strategically and to lead
• Advanced troubleshooting and multi-tasking skills
• Spoken and written fluency in English and Arabic

Job Rewards and Benefits