Customer Service Adviser

National Parcel Stations Network | Parcelat; Riyadh; On-site; SAR 100,000 - 134,000; Full time

Job summary

National Parcel Stations Network | Parcelat is seeking a Customer Service Advisor to deliver exceptional support through call, email, social media, and chat channels. You will resolve inquiries, maintain customer records, and collaborate with the operations team to ensure timely actions.

The role requires a Bachelor’s degree in a related field, 1+ year of customer service experience (logistics preferred), and familiarity with CRM systems.

Qualifications

• Bachelor's degree in business management, Supply Chain, Information System Management, or related field.
• Experience in customer service and logistics preferred.
• Familiarity with common CRM systems to manage inquiries.

Responsibilities

• Interacts with customers via call, email, social media, or online chat to provide support and information on an assigned service
• Ensures that appropriate actions are taken to resolve customers' problems and concerns
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments
• Uses knowledge of a specific service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff
• Performs other related technical duties with the operation team as assigned
• Follow up on customers' requests or complaints with another department

Skills

Active listening

Communication

Problem resolution

Learning agility

Team collaboration

Education

Bachelor's degree in business management / related field

Tools

Zendesk

Freshdesk

Zoho Desk

Job description

Job Description

The Customer Service Advisor is responsible for providing exceptional customer service while ensuring their needs are handled promptly and professionally. They are the front-line representatives of a company and are expected to be knowledgeable about the services the company offers.

The Customer Service Advisor is responsible for providing exceptional customer service while ensuring their needs are handled promptly and professionally. They are the front-line representatives of a company and are expected to be knowledgeable about the services the company offers.

Responsibilities

• Interacts with customers via call, email, social media, or online chat to provide support and information on an assigned service
• Ensures that appropriate actions are taken to resolve customers' problems and concerns
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments
• Uses knowledge of a specific service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff
• Performs other related technical duties with the operation team as assigned
• Follow up on customers' requests or complaints with another department

Requirements

• Bachelor's degree in business management, Supply Chain, Information System Management, or any related field
• 1+ Customer service experience and preferred in the logistics industry
• Knowledge of Zendesk, Freshdesk, and Zoho Desk systems, or any other CRM system is preferred
• Ability to learn our service and the process of the work
• Ability to work in shifts

Key Skills & Core Competencies

• Excellent communication skills including active listening
• Knowledge of Microsoft Office (Excel, Word, PowerPoint)
• Service-oriented and able to resolve customer complaints
• Ability to learn new software
• Self-taught skill

Language

• Native Arabic
• Intermediate English