Customer Service Adviser

National Parcel Stations Network Co.; Riyadh; On-site; SAR 67,000 - 112,000; Full time

Job summary

National Parcel Stations Network Co. is seeking a Customer Service Advisor to deliver exceptional support across calls, emails, social media, and live chat. You will represent our services, resolve inquiries, and maintain accurate customer records in our CRM system.

The role requires a bachelor’s degree in a related field, 1+ year experience in customer service (logistics preferred), and the ability to work in shifts. Proficiency with Zendesk, Freshdesk, or Zoho Desk is a plus.

Qualifications

• 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.

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

Excellent communication

Active listening

Microsoft Office

Customer service mindset

Self-learning

Education

Bachelor's degree in business management or 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.

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.

• 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