Customer Services Manager – Water Sector

About the role

Aqualia is seeking an experienced Customer Services Manager to lead its water‑sector operations in Al‑Qassim, Saudi Arabia. You will be responsible for delivering exceptional service to clients, developing loyalty programmes and driving continuous improvement in a dynamic international environment.

Key responsibilities

• Supervise daily operations of the customer service department and manage the approved budget.
• Respond promptly to customer issues and ensure timely resolution.
• Set and monitor customer satisfaction targets, coordinating with the team to achieve them.
• Design and implement a customer loyalty programme while maintaining accurate records of all interactions.
• Analyse service statistics, prepare detailed reports and recommend improvements.
• Recruit, mentor and develop customer service agents, fostering a culture of empowerment.
• Control resources and assets to meet qualitative and quantitative performance goals.

Required profile

• Minimum 5 years experience in the water sector.
• At least 10 years in a customer‑service management role with similar responsibilities.
• Strong written and verbal communication skills in English.
• Proven leadership, interpersonal and management abilities.

Required skills

• Proficiency in Microsoft Office.
• Experience with customer service software platforms.