Customer Service Representative

GlobalBlue_IT; Riyadh; On-site; SAR 120,000 - 150,000; Full time

Job summary

An established industry player is seeking a Customer Service Representative to join their dynamic team. This role involves engaging with customers through various communication channels while adhering to defined quality standards and response times. The ideal candidate will thrive in a fast-paced environment, possess strong communication skills, and have a knack for problem-solving. With opportunities for process improvements and a focus on customer satisfaction, this position offers a chance to make a significant impact in an international setting. If you are passionate about delivering exceptional service and enjoy working collaboratively, this could be the perfect opportunity for you.

Qualifications

• Fluent in English and a second foreign language, both written and spoken.
• Experience in customer service, especially in an international environment.

Responsibilities

• Communicate with customers via phone and written form, ensuring quality standards.
• Maintain records of customer interactions and follow up on inquiries.

Skills

Communication Skills

Problem-Solving

Attention to Detail

Multi-tasking

Customer Orientation

Education

Secondary Education Degree

University Degree (Bc/MA)

Tools

Salesforce

MS Office

Job description

Key Responsibilities

1. Communication with customers in written form and via phone with defined SLA (response time) and quality standards.
2. Keeping records of customer interactions and contacts.
3. Researching required information using internal systems and resources.
4. Communication and coordination with CS Team members, internal departments, and GB offices.
5. Following up on customer inquiries not immediately resolved.
6. Identifying and escalating priority issues.
7. Recommending process improvements.
8. Providing customers with correct and complete information.
9. Ensuring maintenance of KPIs and SLAs.
10. Ensuring the contact logging software is correctly used to allow reports and analysis.
11. Maintaining internal rules.

Qualifications

1. Secondary education degree or University degree (Bc/MA).
2. Fluent knowledge of English (intermediate / upper-intermediate, both written and spoken).
3. Fluent knowledge of a 2nd foreign language (upper-intermediate, both written and spoken).
4. PC literate with experience in MS Office.
5. Good communication skills.

Key Competencies

1. Previous experience in Customer Service is an advantage (international environment is a significant advantage).
2. Customer-oriented.
3. Attention to detail and accuracy.
4. Enjoys a fast-paced, ever-changing environment.
5. Team player.
6. Good analytical skills, focused on problem-solving.
7. Ability to handle stress.
8. Multi-tasking.
9. Experience with Salesforce.

Company Industry

• IT - Software Services

Department / Functional Area

• Helpdesk
• Customer Service
• Telecalling

Keywords

• Customer Service Representative