Customer Service Specialist

Job description

About the Role the employer is looking for a Customer Service Specialist to join its team in Riyadh. This full-time role aims to provide support and assistance to customers by receiving their inquiries and following up on their requests, ensuring the provision of a professional customer service experience that enhances customer satisfaction and confidence. Key Duties and Responsibilities Receive customer communications and inquiries via phone, email or approved ticketing system. Opening technical support tickets, transferring them to the competent authorities, and following up on them until they are closed. Follow up on the customer’s condition after installation or maintenance and ensure his satisfaction with the service provided. Coordinate appointments with technical support or field installation teams according to the work schedule. Thoroughly document all interactions with customers via the approved system. Submit periodic reports on customer feedback and recurring complaints to the Operations Department Manager. Sending notifications and technical or operational updates to customers when needed. Commitment to using e-mail as an official means of communicating with customers. Contribute to improving customer experience by proposing solutions and service improvements. Periodically communicate with customers and verify the level of satisfaction with the services provided. Participate in awareness or training campaigns to raise customers’ awareness of the service. Qualifications and Experience: Experience ranging from 0-1 years in the field of customer service. Ability to use approved official means such as the ticket system and email. Excellent communication skills to ensure effective interaction with clients and internal teams. Work Environment The Customer Service Specialist works within a team in the city of Riyadh, and is responsible for coordinating with the technical teams to ensure progress The support required for customers. Required skills: High organizational skills and the ability to follow up on multiple tasks. Ability to solve problems and provide effective customer support. Commitment to professionalism in dealing with customers. Submitting Applications For those interested in joining the the employer team, please submit your applications for this full-time role in Riyadh. About this profession: Develop and define the performance and quality indicators and standards related to customer service, participate in the development and updating of customer service procedures and manuals, develop programs to maximize the quality and professionalism of customer service systems, identify the strengths, weaknesses and the extent of satisfaction with customer service systems, and prepare, present and keep the specialized documents and reports related to customer service. • Conduct the specialized studies and analyzes with the aim to develop and identify key performance indicators as well as performance and quality standards in customer service, in coordination with quality management, and ensure a continuous follow-up to the work progress as required. • Participate in developing and updating customer service procedures and manuals of all kinds, including customer contact details, receiving and responding to their requests and inquiries effectively, efficiently and professionally, and coordinate with the relevant departments in this regard. • Develop advanced programs and innovative initiatives, ensure going beyond customer expectations and needs in terms of the quality and professionalism of customer service systems in order to build up an integrated model of customer service. • Analyze the information and data to identify the strengths and weaknesses in customer service systems, analyze the customer satisfaction assessment results, identify the repetitive patterns of complaint content and gaps, and develop plans to address these gaps and complaints. • Prepare the specialized documents and reports related to customer service, provide the appropriate recommendations and solutions, and display, clarify, and maintain them on the corresponding database, as per the approved policies and procedures

Requirements

• Bachelor degree

Skills