Job Purpose Statement:
Serve as the primary advisor on pricing strategies for commercial contracts, focusing on maximizing financial viability and efficiency. Lead efforts to streamline processes and ensure contracts are delivered within budgetary constraints, while actively monitoring for potential commercial challenges. Take a proactive role in addressing and resolving any issues that may arise, ensuring that all commercial agreements align with organizational objectives and sustain long-term profitability.
Roles & Responsibilities:
- Develop and refine service processes, tools, and systems to enhance operational efficiency.
- Support customers and partners in establishing standardized processes aligned with SLA commitments.
- Maintain a consistently positive, empathetic, and professional demeanor toward customers.
- Engage with customers across multiple communication channels to ensure accessibility and responsiveness.
- Acknowledge and resolve customer issues effectively and promptly.
- Acquire comprehensive knowledge of all products and services to address inquiries accurately.
- Coordinate with team members and other departments to ensure seamless communication and service delivery.
- Focus on driving customer satisfaction and loyalty through professional support aligned with SLA expectations.
- Monitor contract details and SLA requirements, ensuring compliance with performance benchmarks.
- Adhere to established service standards to provide attentive and efficient customer care.
- Conduct site visits, perform technical assessments, and plan the setup for new clients.
- Manage administrative duties and follow-up tasks to support ongoing operations.
- Perform market research to stay updated on trends, customer needs, and competitor activities, aligning services accordingly.
- Compile reports on service metrics, customer satisfaction, and areas for improvement.
- Oversee budget considerations related to customer and service operations, ensuring financial accountability.
- Design and deliver training programs for support staff to maintain high service standards.
- Implement routine quality assurance assessments to uphold excellence in customer support.
- Establish a feedback system to gather and analyze customer insights for continuous enhancement.
- Facilitate collaboration across departments to ensure comprehensive support for customer needs.
- Address and resolve escalated issues, ensuring effective and timely solutions to complex customer concerns.
- Perform other job-related duties as assigned.
- Perform other duties related to the job and/or the operation of the company, in accordance with the regulations of the Saudi Labor of Law.
- Adherence to Cybersecurity policies and procedures.
- Dealing with data and information according to their level of classification.
- Avoid violating the rights of any person or company protected by copyrights, patents, or any other intellectual property, or similar laws or regulations.
- Compliance with Cybersecurity requirements related to the protection of user devices, Internet, software, systems, and Email requirements.
- Adhere to the acceptable use policy and Using CATRION information and technical assets only for business purposes.
- Obtaining the required permit from the security department or the owner of the authority in CATRION before hosting visitors in the company's specific sensitive sites.
- Reporting Cybersecurity incidents.
Qualifications:
- Bachelor's degree in business administration, Finance, Economics, or a related field (a master's degree or MBA can be an advantage).
- Significant experience within industrial laundry providing services to resorts and hotels with Minimum of 5 years.
- Experienced in customer service management (minimum of 5 years).
- Excellent English language skills.
- Computer literate with good IT skills.
