Call Center Customer Service Representative

iHR (International Human Resources); Riyadh; On-site; SAR 48,000 - 80,000; Full time

Job summary

iHR (International Human Resources) is seeking a Customer Service Representative to join the Riyadh Call Center. The role focuses on handling customer inquiries and complaints with professionalism, recording cases in CRM, and escalating issues when needed.

You will work on-site in Riyadh, support multiple departments, and ensure timely resolutions while maintaining a positive customer experience. Strong communication and problem-solving skills, plus the ability to manage several tasks

Qualifications

• Bachelor’s degree in Business Administration, MIS, IT, Data Analytics, Public Admin, Public Relations or related field.
• More than one year of experience in customer service or call center operations.
• Strong communication, customer service and problem-solving skills.

Responsibilities

• Receive and professionally handle customer inquiries and complaints.
• Record and follow up on customer cases using CRM and customer service systems.
• Identify root causes and provide solutions or escalate cases to relevant departments.
• Comply with procedures, SLAs, and performance indicators.
• Accurately document and update customer information.
• Handle difficult cases, de-escalate and maintain a positive customer experience.

Skills

Customer service

Communication

Problem-solving

Multitasking

Education

Bachelor’s degree in Business Administration or related field

Tools

CRM

Job description

Customer Service Representative – Call Center

We are seeking a Customer Service Representative to join the Call Center of one of the largest government-owned companies in Riyadh. The position offers a professional work environment with competitive salaries and benefits.

Key Responsibilities:

• Receive and professionally handle customer inquiries and complaints.
• Record and follow up on customer cases using CRM and customer service systems.
• Identify the root causes of customer issues and provide appropriate solutions or escalate cases to the relevant departments.
• Comply with established procedures, service-level standards, and performance indicators.
• Accurately document and update customer information.
• Handle difficult cases, de-escalate complaints, and maintain a positive customer experience.

Requirements:

• Bachelor’s degree in Business Administration, Management Information Systems, Information Technology, Data Analytics, Public Administration, Public Relations, or a related field.
• More than one year of experience in customer service or call center operations.
• Strong communication, customer service, and problem-solving skills.
• Ability to use digital systems and manage multiple tasks simultaneously.
• Willingness to work rotating shifts.
• Willingness to work full-time on-site in Riyadh.

Preferred Qualifications:

• Experience using CRM or customer ticketing systems.
• Experience handling customer complaints and escalated cases.
• Previous experience in BPO and contact centers, telecommunications and technology, banking and fintech, or e-commerce and smart applications.