Call Center Customer Service Representative

iHR (International Human Resources); Saudi Arabia; On-site; SAR 67,000 - 112,000; Full time

Job summary

iHR (International Human Resources) is seeking a Customer Service Representative to join the Call Center of a major government-owned company in Riyadh. The role focuses on handling inquiries, resolving issues, and maintaining a positive customer experience.

You will work full-time on-site in Riyadh, with rotating shifts, and use CRM systems to log cases and track resolutions while meeting service standards and performance indicators.

Qualifications

• Bachelor's degree in a related field is required.
• 1+ year of experience in customer service or call center roles.
• Strong communication and problem-solving skills are essential.

Responsibilities

• Handle customer inquiries and complaints professionally.
• Record and follow up on cases using CRM and CS systems.
• Identify root causes and escalate to relevant departments when needed.
• Comply with procedures, SLAs, and performance indicators.
• Accurately document and update customer information.
• De-escalate issues to maintain a positive customer experience.

Skills

Communication

Customer Service

Problem-solving

Multitasking

Education

Bachelor's degree in Business Administration or related field

Tools

CRM software

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:

• Saudi nationality.
• 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.