Customer Service Representative

SmartChoice International GCC; Riyadh; On-site; SAR 78,000 - 112,000; Full time

Job summary

SmartChoice International GCC in Riyadh is seeking a Customer Service Representative to support a global cybersecurity client. You will manage customer tickets, assist registrations, and collaborate with internal teams in a fast-paced tech environment.

The ideal candidate has 2–4 years in customer service, experience in technology, strong communication, and the ability to handle escalations. A Bachelor's degree in Business Administration or Computer Science is required, with advanced experience

Qualifications

• 2–4 years in a customer service role (Phone/office based)
• Experience in the technology industry
• Strong understanding of customer service processes and operations
• Excellent communication and stakeholder management skills
• Ability to manage escalations in a fast-paced environment
• Bachelor's degree required in Business Administration or Computer Science

Responsibilities

• Managing and monitoring customer tickets through a service management platform
• Following up on escalated tickets and ensuring timely resolution
• Preparing and sharing regular service reports
• Conducting customer and attendee courtesy calls
• Reviewing registrations and preparing registration reports
• Supporting customer/student access and resolving issues
• Following up with unpaid registrations where required
• Coordinating with internal Business Development teams on customer requests
• Preparing and distributing joining instructions
• Preparing attendance records for events and programmes
• Monitoring customer satisfaction and escalating issues where appropriate
• Supporting development and improvement of customer service processes
• Helping categorise recurring issues and improve internal feedback processes

Skills

Customer service

Communication

Stakeholder management

Escalation handling

Multitasking

Education

Bachelor's degree in Business Administration or Computer Science

Tools

Odoo

Salesforce

Microsoft Office

Job description

Customer Service Representative | Riyadh

We are currently partnered with a global cybersecurity client who is rapidly expanding and looking for a strong customer service representative based in Riyadh.

This is a great opportunity for someone with a strong customer service background who enjoys working in a fast-paced, technology-focused environment and is comfortable managing both customers and operational processes.

Responsibilities:

• Managing and monitoring customer tickets through a service management platform
• Following up on escalated tickets and ensuring timely resolution
• Preparing and sharing regular service reports
• Conducting customer and attendee courtesy calls
• Reviewing registrations and preparing registration reports
• Supporting customer/student access and resolving issues
• Following up with unpaid registrations where required
• Coordinating with internal Business Development teams on customer requests
• Preparing and distributing joining instructions
• Preparing attendance records for events and programmes
• Monitoring customer satisfaction and escalating issues where appropriate
• Supporting the development and improvement of customer service processes
• Helping categorise recurring issues and improve internal feedback processes

Requirements:

• 2-4 years' experience in a customer service role (Phone/office based customer service)
• Experience within the technology industry
• Strong understanding of customer service processes and operations
• Excellent communication and stakeholder management skills
• Comfortable managing escalations and working in a fast-paced environment
• Strong organisational skills and attention to detail
• Ability to work effectively within a diverse, multicultural team
• Strong ownership and a proactive approach to problem solving
• A Bachelor's degree in Business Administration or Computer Science is required
• Systems: Odoo – advanced user, Salesforce – intermediate user, Microsoft Office – advanced user