Bilingual CX Consultant — Arabic/English

RateGain; Riyadh; On-site; SAR 89,000 - 179,000; Full time

Job summary

RateGain is hiring an Associate Consultant – Customer Experience in Saudi Arabia. You will handle customer requests across products with professional phone and online support, including chat, while documenting interactions and resolutions to ensure timely responses.

The role requires 4–8 years in CX or related fields, a Saudi Arabia locational requirement, and fluency in English and Arabic. Basic SQL knowledge is beneficial, with opportunities to grow knowledge, SLAs, and knowledge-base

Qualifications

• 4–8 years of experience in Customer Experience, Customer Support, or related field.
• Must be located in Saudi Arabia.
• Proficient in written and spoken English and Arabic.
• Basic SQL knowledge required.
• Experience handling customer queries across phone, chat, or other channels.

Responsibilities

• Handle customer requests and resolve technical and non-technical issues for assigned products, aiming to resolve them at first contact wherever possible.
• Provide professional and competent phone and online support, including chat, to global customers.
• Document customer interactions, troubleshooting steps, resolutions, and any required follow-up in the appropriate systems.
• Call back customers who are waiting for an update within the agreed timeframe.
• Take ownership of customer issues and work toward timely resolution, keeping the customer informed throughout the process.
• Manage all customer communications with appropriate etiquette, accuracy, timeliness, and professionalism while working toward agreed operational targets.
• Assess the business impact and urgency of each issue and prioritize actions accordingly to support timely response and resolution.
• Investigate undocumented or unfamiliar issues using structured troubleshooting and problem-solving skills.
• Provide relevant status updates to customers and internal support teams within specified SLAs, following the applicable tier-based timelines.
• Escalate issues to the next level of support when required, ensuring the case details, troubleshooting already completed, business impact, and customer communications are clearly documented.
• Contribute to Business Intelligence and knowledge-management processes, including creating and updating knowledge-base articles and support documentation.
• Continuously develop product knowledge and support skills, identify knowledge gaps, and take steps to address them.
• Use basic SQL to support initial investigation and troubleshooting where applicable.
• Manage client interactions professionally, building trust through clear communication, follow-through, and expectation management.

Skills

English fluency

Arabic fluency

Education

Bachelor's degree in related field

Tools

SQL

Job description

RateGain is hiring an Associate Consultant – Customer Experience in Saudi Arabia. You will handle customer requests across products with professional phone and online support, including chat, while documenting interactions and resolutions to ensure timely responses.

The role requires 4–8 years in CX or related fields, a Saudi Arabia locational requirement, and fluency in English and Arabic. Basic SQL knowledge is beneficial, with opportunities to grow knowledge, SLAs, and knowledge-base