Customer Service Specialist

شركة عمر الزرعة للتطوير العقاري; Dammam; Sur place; SAR 120 000 - 180 000; Plein temps

Résumé du poste

شركة عمر الزرعة للتطوير العقاري is seeking a Customer Success & Platform Operations Coordinator to connect service seekers, providers, and internal teams. You will manage inquiries, vendor onboarding, and issue resolution while maintaining strong stakeholder relationships across the platform.

You will train service providers on dashboards, monitor performance, and coordinate with Finance and Tech teams for smooth transactions and timely reporting.

Qualifications

• Saudi nationality is required.
• Bachelor’s degree or equivalent qualification.
• Excellent command of English (essential).
• Urdu at intermediate level is preferred.
• Willing to work flexible/rotating shifts.
• Willing to travel and relocate between cities as needed.
• Minimum 1 year in Customer Service, Digital Platform Operations, or Account Management with logistics exposure.
• Experience onboarding vendors and training on platforms.

Responsabilités

• Receive and follow up on service applicant inquiries via live chat, email, and phone.
• Manage and update service applicant accounts, track orders, resolve obstacles for smooth transactions.
• Guide new users on platform features and available services.
• Handle complaints and reports per SLAs and escalate as needed.
• Engage with vendors to recruit, onboard, and promote platform usage.
• Execute all vendor onboarding steps and requirements.
• Train providers on control panel usage, pricing, and order management.
• Maintain follow-ups with vendors to reduce delays and improve service speed.
• Monitor vendor performance for quality and policy adherence.
• Resolve operational and financial disputes between applicants and providers.
• Coordinate with clients, vendors, and internal departments to ensure information flow.
• Collaborate with Account Management to meet VIP client needs and manage joint contracts.
• Coordinate with Finance to track invoices and reconcile payments.
• Prepare periodic management reports on KPIs, ticket resolutions, and user satisfaction.
• Log and document technical bugs and system issues for the tech team.
• Escalate issues to Technical Support and track fixes to closure.
• Participate in User Acceptance Testing for new features before rollout.
• Notify stakeholders of scheduled maintenance and updates.

Connaissances

Communication skills

Arabic language proficiency

English language proficiency

Urdu language knowledge

Formation

Bachelor's degree

Outils

Vendor onboarding tools

CRM / ticketing system

Description du poste

You will serve as the primary focal point and central link connecting service seekers, service providers, internal departments, and the technical team to ensure a seamless, integrated, and continuous platform experience. In this role, you will actively manage account performance and inquiries for service seekers, while providing dedicated support to service providers to streamline their operations and resolve any operational bottlenecks. Furthermore, you will play a crucial role as the operational bridge between internal teams and the technical support department to report, track, and resolve system issues swiftly, ensuring maximum system efficiency. If you are a proactive problem solver with exceptional communication and stakeholder management skills, a strong passion for customer success, and a relentless drive for operational excellence, we are looking for you to join our team and help shape the future of our platform

Major Responsibilities

• Receive and follow up on all service applicant inquiries across various communication channels (live chat, email, phone calls) with prompt and comprehensive responses.
• Manage and update service applicant account details, track order histories, and proactively resolve any obstacles to ensure smooth transaction completion.
• Proactively engage with new users to guide them on maximizing platform features and navigating available services.
• Receive, classify, and immediately address service-related complaints and reports in accordance with approved Service Level Agreements (SLAs).
• Engage directly with targeted vendors to recruit, onboard, and persuade them to utilize the platform.
• Manage and execute all stages and requirements of the approved vendor onboarding process.
• Train service providers on using the control panel (dashboard), listing and pricing their services, and managing orders.
• Maintain continuous operational follow-ups with vendors to eliminate delays and enhance service execution speed and quality.
• Monitor and evaluate service provider performance periodically to ensure strict compliance with quality standards and platform policies.
• Mediate and flexibly resolve operational and financial disputes arising between service applicants and providers.
• Facilitate daily coordination and seamless information flow between clients, vendors, and internal departments (e.g., Tech and Finance).
• Collaborate with Account Management to fulfill VIP client requirements and manage joint contracts.
• Coordinate with the Finance department to track invoices and reconcile pending payments and transactions among parties.
• Prepare periodic management reports tracking Key Performance Indicators (KPIs), ticket resolution rates, and user satisfaction metrics.
• Identify, log, and thoroughly document technical bugs and system issues encountered by platform users.
• Coordinate directly with the Technical Support team to escalad system issues and track bug fixes through to ticket closure.
• Participate in User Acceptance Testing (UAT) for new features and technical enhancements prior to official platform rollout.
• Notify all platform stakeholders of scheduled technical updates and maintenance windows to ensure operational continuity.

Minimum requirements of role

• Saudi nationality is required.
• Bachelor’s degree or a relevant academic qualification.
• Excellent command of English (Essential requirement).
• At least an intermediate level of Urdu (Preferred).
• Ability to work flexible/rotating shifts.
• Ability to travel and relocate between cities as required by business needs.
• At least 1 year of experience in Customer Service, Digital Platform Operations, or Account Management, alongside prior experience in the logistics sector.
• Prior experience in vendor/service provider onboarding, execution of onboarding workflows, and platform training.
• Understanding of digital platform operations with the ability to identify, accurately document, and report system bugs to the technical team.
• Strong verbal and written communication skills in Arabic and English, with Urdu language skills preferred.
• Strong and continuous follow-up skills with all relevant stakeholders to ensure effective operation workflow.
• Problem-solving skills with the ability to resolve operational and financial conflicts efficiently.
• Leadership qualities with the capability to organize, direct, and execute tasks independently and effectively.

At our company, we work to support and empower our team to deliver an exceptional customer experience and build a legacy of sustainable growth in the digital platforms sector. Believing that our true investment lies in developing talent, we offer a work environment that provides an excellent opportunity to lead and enhance direct communication operations with our clients across various digital technologies and channels. We are committed to supporting your career path and developing your communication and leadership skills by granting you autonomy, room for innovation, and the opportunity to deliver impactful solutions that enhance the customer journey, alongside a competitive salary tailored to your experience to ensure your growth and continuity with us