Customer Service Specialist

SAN International Group | مجموعة سان العالمية; Jeddah; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading luxury retail company in Jeddah seeks a Customer Service Specialist to enhance brand loyalty through exceptional customer support. This role involves responding to inquiries through WhatsApp Business, managing communication with customers, and resolving complaints. The ideal candidate will have experience in customer service, a firm grasp of shipping and delivery procedures, and strong communication skills. A passion for luxury brands and the ability to manage priorities effectively are essential. This position may require flexibility in shift scheduling.

Qualifications

• Previous experience in customer service within branded environments or retail sector.
• Hands-on experience with WhatsApp Business and automated/chatbot systems.
• Fast and accurate typing skills with clear and professional communication.
• Solid understanding of shipping, delivery, and return procedures.

Responsibilities

• Respond to customer inquiries via WhatsApp Business with professionalism.
• Manage WhatsApp Bot interactions and all social media platforms.
• Support customers from initial contact to post-delivery assistance.
• Handle customer feedback and complaints, providing timely solutions.
• Track shipments and deliveries, resolving delays or issues.

Skills

Customer service experience

WhatsApp Business expertise

Strong communication skills

Ability to manage priorities

Job description

At San International, our brands represent a lifestyle defined by elegance, individuality, and quality. From watches and handbags to jewelry and fashion, we strive to deliver a complete experience that reflects each brand’s identity and values.

To strengthen this experience, we are looking for a Customer Service Specialist to serve as the key link between our brands and their customers, delivering professional support that builds trust and loyalty.

Your Role & Impact

As a Customer Service Specialist, you will be the primary point of contact for customers, responsible for delivering a smooth and responsive experience across multiple communication channels. Your attention to detail and service quality will directly reflect the professional image of San International’s brands.

Key Responsibilities

• Respond to customer inquiries via WhatsApp Business and approved communication channels with speed and professionalism.
• Manage WhatsApp Bot interactions and all social media platforms, ensuring smooth follow‑ups and escalations when needed.
• Support customers throughout their journey, from initial contact to post‑delivery assistance.
• Handle customer feedback and complaints professionally, providing effective and timely solutions.
• Track shipments and deliveries and coordinate with relevant teams to resolve delays or issues.
• Maintain accurate updates of customer and order data within internal systems.
• Adhere to brand guidelines in tone of voice and communication style.
• Escalate customer insights and recurring issues to management to help improve service quality.
• Maintain full knowledge of after‑sales service processes, including warranty, returns, and exchanges.

Qualifications & Requirements

• Previous experience in customer service within branded environments or the retail sector.
• Hands‑on experience with WhatsApp Business and automated/chatbot systems.
• Fast and accurate typing skills with clear and professional communication.
• Solid understanding of shipping, delivery, and return procedures.
• Strong communication skills with a customer‑focused mindset.
• Ability to work under pressure and manage priorities effectively.
• Proficiency in computer usage and administrative systems.
• Flexibility and willingness to work different shifts and rotating schedules based on operational needs.

Nice to Have

• Experience handling multiple brands simultaneously.
• Background in fashion, accessories, or lifestyle products.

At San International, your role goes beyond answering inquiries — you represent the voice of the brand and help create a customer experience that builds long‑term loyalty.