Customer Service Specialist

Job overview

This role focuses on delivering helpful and timely support to customers across phone, email, and other communication channels. The aim is to resolve questions and complaints efficiently while improving the customer journey and overall satisfaction.

Key responsibilities

• Receive customers warmly, understand their needs, and decide on the most suitable way to address each request.
• Answer customer questions and share the information they need.
• Track and follow up on requests submitted through different systems.
• Manage complaints through to final resolution.
• Enter and maintain customer information in approved systems and compile related records and statistics.
• Escalate repeated issues and notable observations to the relevant teams, monitor progress, and keep the customer informed.
• Work in line with defined KPIs and service standards.
• Support ongoing service improvement by identifying customer pain points and coordinating follow-up with the appropriate stakeholders.

Skills and requirements

• A diploma or bachelor’s degree in a related discipline is required.
• Strong spoken and written communication skills are essential.
• Ability to handle customer interactions and resolve problems effectively.
• Comfortable using computers and Microsoft Office tools.
• Capable of staying organized, working under pressure, and managing time well.
• Prior experience in customer service or a call center is an advantage.

Additional information

This is a full-time, on-site position based in Medina, Al Madinah, Saudi Arabia. The role involves working across multiple communication channels and maintaining service quality standards while supporting customer satisfaction.