Job description

The Red Sea Utilities Company delivers renewable energy, water desalination, wastewater treatment, solid waste management, district cooling and telecommunications infrastructure across RSG's destinations, and this Manager leads the customer care function behind those services. You take responsibility for day to day customer care operations across every channel, including the call center, email, web portals and digital platforms. Customer inquiries, service requests, complaints and outage related communications all get handled effectively, tracked through CRM and customer information systems against approved SLAs and performance targets. Standardized processes for service requests, complaints and escalations get established and maintained, with control rooms, operations and field teams coordinated closely to resolve customer issues on time. Escalated and sensitive cases with regulatory or reputational impact receive direct oversight. Customer care KPIs, covering response times, resolution times, first contact resolution and satisfaction, get defined, monitored and reported to senior management and regulators. Supervisors, team leaders and agents get led, coached and managed, with staffing, training and quality assurance frameworks kept in place to meet service demand. This role also acts as the primary interface between customer care, operations, control rooms, billing and field services, coordinating communications during outages and major incidents. Compliance with customer service regulations and codes of practice runs throughout, alongside genuine advocacy for the customer's voice within the organization.