Customer Service Representative

SmartChoice International GCC; Riyadh; On-site; SAR 60,000 - 90,000; Full time

Job summary

SmartChoice International GCC is recruiting a Customer Service Representative in Riyadh to deliver high-quality support for a global cybersecurity client. You will handle customer tickets, manage registrations and reports, and coordinate with internal teams to resolve inquiries.

The role requires 2-4 years in customer service, experience in tech, and strong communication. You will contribute to service improvements while working in a fast-paced, multicultural environment.

Qualifications

• 2-4 years' experience in a customer service role (phone/office-based).
• Experience within 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.
• Diversity and teamwork skills; proactive problem solving.

Responsibilities

• Manage and monitor customer tickets via service management platform.
• Follow up on escalated tickets ensuring timely resolution.
• Prepare and share regular service reports.
• Coordinate joining instructions and attendance records for events.
• Support customer and instructor access and resolve issues.
• Collaborate with internal Business Development teams on customer requests.
• Monitor customer satisfaction and escalate issues where appropriate.
• Help improve customer service processes and feedback loops.

Skills

Customer service

Communication

Stakeholder management

Organisational skills

Problem solving

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

You’ll be responsible for delivering a high level of customer service while supporting day-to-day operational activities, including:

• 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

IMPORTANT: The role involves regular interaction with customers, internal teams, instructors, service providers and other stakeholders, so strong communication and organisation skills are essential.

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