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Customer Support Specialist
Riyadh, Saudi Arabia
- Handle customer inquiries accurately and thoroughly across multiple contact channels (inbound, outbound, social media, surveys, and maps).
- Provide helpful and relevant information to ensure a positive customer experience.
- Effectively manage customer feedback by tracking complaints and suggestions to drive service improvements.
- Demonstrate in-depth knowledge of products or services to confidently address customer queries.
- Resolve customer complaints and issues promptly, ensuring customer satisfaction.
- Follow up with customers to confirm their issues have been resolved to their satisfaction, fostering trust and loyalty.
- Leverage customer service skills to maximize the value of each customer interaction.
- Apply all acquired skills from company trainings
- Accurately record and manage customer interactions, accounts, orders, complaints, and related documentation.
- Escalate unresolved issues or concerns to the Team Leader for resolution.
- Ensure the confidentiality of client and customer data.
- Follow company policies and procedures diligently.
- Meet communicated targets in areas such as sales, order-taking, lead generation, and appointment setting.
- Actively participate in individual and team training or meetings to maintain up-to-date knowledge.
- Adhere to the planned work schedule and accommodate business requirements, including flexible locations and working hours.
- Perform any additional duties assigned, in alignment with the role's scope.
- Bachelor's degree in Business Administration, Marketing, or a related field (preferred).
- Native Arabic speaker with fluent English (written and spoken).
- 2+ years of experience in a customer service or CRM role, including multi-channel communication (inbound, outbound, social media, surveys).
- Proficient in CRM software and customer support tools, with strong computer literacy
- Excellent communication and interpersonal skills, with the ability to manage complaints and feedback constructively.
- Strong problem-solving abilities and a customer-focused approach to ensure satisfaction and build loyalty.
- Highly organized with strong attention to detail and accuracy in documenting customer interactions and maintaining records.
- Ability to prioritize tasks effectively and meet deadlines in a fast-paced environment.
- Professional, flexible, and proactive attitude toward work schedules, business needs, and team collaboration.
- Commitment to confidentiality and adherence to company policies and procedures.
- Willingness to participate in ongoing training and development to maintain up-to-date knowledge.
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