Customer Service Specialist

اسس | OSUS; Riyadh; On-site; SAR 89,000 - 134,000; Full time

Job summary

OSUS is seeking a dedicated Customer Experience Professional in Riyadh to help develop and implement strategies that improve service across all touchpoints. The role focuses on understanding customer needs, resolving inquiries, and driving growth through enhanced satisfaction and loyalty.

You will work with the marketing and operations teams to collect feedback, refine processes, and ensure a high-quality customer journey from first contact to post-purchase follow-up.

Qualifications

• Bachelor's or Diploma in Business Administration or Marketing or equivalent.
• Proficient in Microsoft Office.
• Experience in dealing with customers.
• Excellent ability to read, analyze and communicate effectively.

Responsibilities

• Develop strategic customer experience management plans aligned with the company strategy.
• Apply customer service strategies across channels to reflect customer desires and needs.
• Respond to inquiries and complaints, create responses, analyze performance, and recommend corrections.
• Ensure all customer channels operate effectively and handle inquiries, purchases or complaints professionally.
• Collect testimonies and observations before, during and after purchase to ensure satisfaction.
• Develop and implement comprehensive customer experience strategies and activities to attract and retain customers.
• Contribute to brand building and campaigns by collecting customer feedback with marketing and other departments.
• Build strong relationships by serving customers, solving problems, measuring experience, addressing shortcomings.
• Perform any other tasks assigned by the line manager within scope of work.

Job description

Our journey began in 2006 in the city of Riyadh, driven by an ambitious vision to lead the next generation of commercial, residential, and mix-use real estate projects. Since then, we have continued to establish our presence as a developer redefining the concept of real estate development through projects rooted in integration, innovation, thoughtful design, and modern technological solutions that elevate the end-user experience, whether individuals or businesses. We believe that mix-use developments represent the future of urban planning. Guided by this vision, we create projects that merge urban functions into a one space, reshaping daily life in a more efficient and flexible way. We design vibrant destinations where living and working intersect, and where commercial and entertainment facilities harmonize within an integrated environment, fulfilling individual aspirations and supporting the growth of modern communities. At OSUS, we continue to build on this approach, inspired by Saudi Arabia’s Vision 2030 and committed to developing real estate solutions that elevate the urban landscape, meet the ambitions of individuals and investors, and align with the evolving nature of cities and future lifestyles.

Responsibilities are not limited to:

• Participate in the development of strategic customer experience management plans in general and customer service in particular in accordance with the company's strategy and work to implement and make it a success.
• Applying the strategy, and methods of customer service to deal and communicate with customers through the available means and channels of communication to ensure that the services provided reflect on the desires and needs of customers.
• Respond to customer inquiries and complaints, create and schedule responses and observations, assist in analyzing customer service performance, recommend corrective actions as necessary to solve them, analyze the negatives, look at their causes, and work to address them immediately, taking into account reducing the repetition rate.
• Work to ensure and ensure that all channels of communication with customers work effectively and up-to-date and that inquiries, purchases or complaints are conducted professionally and with high quality.
• Taking testimonies and observations from customers before, during and after the purchase process to ensure customer satisfaction and ensure that his service was done as required.
• Participate in the development and implementation of comprehensive customer experience strategies and various activities to attract new customers, retain existing customers and achieve growth rates in target customers.
• Contribute effectively to brand building and brand campaign by collecting feedback data from customers in good coordination with the marketing department and relevant departments.
• Work to build successful relationships with customers by serving them, solving their problems excellently, measuring their experience with the company and addressing shortcomings.
• Perform any other tasks assigned to him by the line manager within the scope of work.

Qualifications:

• Bachelor's or Diploma in Business Administration or Marketing or equivalent
• Be competent in the use of Microsoft Office.
• Experience in dealing with customers.
• Have an excellent ability to read, analyze and communicate effectively.