Customer Service Representative

Shift4; Riyadh; On-site; SAR 89,000 - 134,000; Full time

Job summary

Shift4 is seeking a customer service professional in Riyadh to handle inquiries via phone, email, and other channels with a focus on timely, accurate responses. You will assist travelers with Tax Free Shopping, refunds, and related services while maintaining high standards of service and compliance.

This role requires fluency in Arabic and English, a customer-focused mindset, and the ability to work flexible shifts in a multicultural setting.

Qualifications

• Experience in customer service, hospitality, retail, or similar role preferred.
• Strong communication and interpersonal skills.
• Fluent in Arabic and English; additional languages are a plus.
• Strong problem-solving and conflict-resolution skills.
• Able to work in a fast-paced, multicultural environment.
• Customer-focused mindset with strong attention to detail.
• Flexible shifts including weekends/evenings when required.

Responsibilities

• Respond to customer inquiries via phone, email, and other channels in a professional and timely manner.
• Assist travelers with Tax Free Shopping, refunds, transactions, and related services.
• Resolve customer complaints and issues with a positive and professional approach.
• Provide accurate information and clear guidance based on company policies.
• Coordinate with internal teams to resolve complex cases.
• Maintain records of customer interactions and follow up on outstanding issues.
• Meet customer service KPIs, quality standards, and response times.
• Identify recurring issues and provide feedback to improve processes and experience.
• Ensure compliance with company policies and regulatory requirements.

Skills

Communication skills

Interpersonal skills

Problem-solving

Conflict-resolution

Attention to detail

Bilingual Arabic/English

Job description

• Respond to customer inquiries through phone, email, and other communication channels in a professional and timely manner.
• Assist travelers with inquiries related to Tax Free Shopping, refunds, transactions, and related services.
• Resolve customer complaints and issues while maintaining a positive and professional approach.
• Provide accurate information and clear guidance to customers based on company procedures and policies.
• Coordinate with internal teams and relevant stakeholders to resolve complex customer cases.
• Maintain accurate records of customer interactions and follow up on outstanding cases.
• Meet individual and team customer service KPIs, quality standards, and response-time targets.
• Identify recurring customer issues and provide feedback to improve processes and the overall customer experience.
• Ensure compliance with company policies, procedures, and applicable regulatory requirements.

Requirements

• Previous experience in customer service, hospitality, retail, or a similar customer-facing role is preferred.
• Strong communication and interpersonal skills.
• Fluent in Arabic and English; additional languages are a plus.
• Strong problem-solving and conflict-resolution skills.
• Ability to work in a fast-paced, multicultural environment.
• Customer-focused mindset with strong attention to detail.
• Comfortable working flexible shifts, including weekends or evenings when required.

What We’re Looking For

Someone who is genuinely passionate about helping customers, communicates clearly, stays calm under pressure, and takes ownership of resolving issues from start to finish.