Customer Service Specialist

Maseera; Jeddah; On-site; SAR 60,000 - 100,000; Full time

Job summary

Maseera is seeking a Customer Service Specialist in Jeddah to handle inquiries through phone, email, WhatsApp, social platforms and our service platform. You will provide accurate information and ensure timely issue resolution to foster long-term customer relationships.

Key responsibilities include responding within SLAs, documenting all interactions in the CRM, coordinating with Sales, Marketing, Legal, and Finance, and continuously improving the customer service knowledge base.

Qualifications

• Experience in handling inquiries via multiple channels (phone, email, chat, social media).
• Ability to maintain professional and courteous communication across channels.
• Familiarity with CRM systems and ticketing platforms.

Responsibilities

• Receive and handle inquiries, requests, and complaints across all official channels.
• Respond within SLAs and maintain consistent tone across channels.
• Provide accurate information about projects, lands, products, and services.
• Document interactions in the CRM accurately and on time.
• Escalate complex issues and follow up until closure.
• Coordinate with Sales, Marketing, Legal, and Finance to resolve issues end-to-end.
• Monitor social channels and respond to public comments professionally.
• Follow up on after-sales requests and ensure satisfaction with resolutions.
• Conduct customer satisfaction surveys and gather feedback for improvement.
• Maintain customer confidentiality and comply with data protection policies.
• Submit periodic reports on tickets, complaints, and channel performance.
• Contribute to FAQs and knowledge base updates.
• Stay updated on projects, offers, and policies to ensure information accuracy.

Skills

Multichannel support

Customer service

SLA adherence

Documentation & CRM

Cross-functional collaboration

Job description

The Customer Service Specialist is responsible for handling customer inquiries, requests, and complaints across all official communication channels — phone calls, email, the company WhatsApp, social media channels, and the customer service platform. They will provide accurate information, deliver a distinguished service experience, and ensure timely resolution of issues to enhance customer satisfaction and strengthen long-term relationships with the company.

ROLES & RESPONSIBILITIES

• Receive and handle customer inquiries, requests, and complaints across all official channels: phone calls, email, the company WhatsApp, social media channels, and the customer service platform.
• Respond to customers within the approved Service Level Agreements (SLAs) and ensure consistency of message and tone across all channels.
• Provide accurate information about the company's projects, lands, products, and services.
• Document all interactions, requests, and complaints in the customer service platform / CRM accurately and on time.
• Escalate complex issues and complaints to the relevant department or direct manager and follow up until closure.
• Coordinate with the Sales, Marketing, Legal, and Finance teams to resolve customer issues end-to-end.
• Monitor the company's social media channels and respond to public comments and direct messages professionally and in line with the brand voice.
• Follow up on after-sales requests and ensure customer satisfaction with the provided resolution.
• Conduct customer satisfaction surveys and gather feedback to support continuous service improvement.
• Maintain customer confidentiality and comply with the company's data protection policies.
• Submit periodic reports on tickets, complaints, and channel performance to the direct manager.
• Contribute to building and updating the FAQs library and customer service knowledge base.
• Stay updated on the company's projects, offers, and policies to ensure accuracy of the information provided.