Service Excellence Specialist

The service excellence specialist ensures that customer service operations are enabled through clear processes, system workflows, and operational playbooks. The role focuses on translating strategy and policies into executable CX operations.

Key Responsibilities

• Translate approved process into operational procedures and SOPs.
• Maintain and optimize CRM and ticketing workflows.
• Support contact center governance and service standardization.
• Coordinate with IT, Operations, Risk, and Audit on CX execution requirements.
• Identify process gaps and recommend operational improvements.
• Support frontline and back-office teams through clear documentation and playbooks.

Experience & Skills

• 2+ years of experience in CX operations, service design, or business operations.
• Strong process documentation and workflow design skills.
• Strong organizational and project management skills to deliver results efficiently.
• Experience with CRM systems (Zoho preferred).
• Strong stakeholder management and communication skills.
• Ability to bridge policy, process, and execution.

Location
Riyadh, Riyadh, Saudi Arabia