Customer Service Specialist

Aqarat Real Estate Development Company | شركة عقارات للتطوير والتنمية; Saudi Arabia; On-site; SAR 60,000 - 90,000; Full time

Job summary

Aqarat Real Estate Development Company is seeking a Customer Service Specialist to handle inquiries, requests, and complaints across all official channels. You will provide accurate information, deliver a distinguished service experience, and ensure timely resolution of issues to strengthen long-term relationships with the company.

Requirements include a Diploma or Bachelor's degree in Business Administration, Marketing, or Communications, and at least two years in customer service, preferably

Qualifications

• Diploma or bachelor's degree in Business Administration, Marketing, Communication, or equivalent.
• Minimum two years of experience in customer service, preferably in the real estate sector or a related industry.
• Professional certifications in customer service (e.g., COPC, HDI) are preferred.

Responsibilities

• Handle customer inquiries, requests, and complaints across all official channels.
• Provide accurate information about projects, lands, products, and services.
• Document interactions in the CRM accurately and on time.
• Escalate complex issues and coordinate with Sales, Marketing, Legal, and Finance to resolve end-to-end.
• Monitor social media and respond professionally in line with the brand voice.
• Conduct customer satisfaction surveys and contribute to service improvements.

Education

Diploma or bachelor's degree in Business Administration, Marketing, Communication, or equivalent

Job description

Job Summary

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

1. 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.
2. Respond to customers within the approved Service Level Agreements (SLAs) and ensure consistency of message and tone across all channels.
3. Provide accurate information about the company's projects, lands, products, and services.
4. Document all interactions, requests, and complaints in the customer service platform / CRM accurately and on time.
5. Escalate complex issues and complaints to the relevant department or direct manager and follow up until closure.
6. Coordinate with the Sales, Marketing, Legal, and Finance teams to resolve customer issues end-to-end.
7. Monitor the company's social media channels and respond to public comments and direct messages professionally and in line with the brand voice.
8. Follow up on after-sales requests and ensure customer satisfaction with the provided resolution.
9. Conduct customer satisfaction surveys and gather feedback to support continuous service improvement.
10. Maintain customer confidentiality and comply with the company's data protection policies.
11. Submit periodic reports on tickets, complaints, and channel performance to the direct manager.
12. Contribute to building and updating the FAQs library and customer service knowledge base.
13. Stay updated on the company's projects, offers, and policies to ensure accuracy of the information provided.

QUALIFICATIONS

Minimum Education Required

• Diploma or bachelor's degree in Business Administration, Marketing, Communication, or equivalent.

Professional Certifications Required

• Customer service or contact center certifications are preferred (e.g., COPC, HDI, or equivalent).

Years of experience are required.

• Minimum two years of experience in customer service, preferably in the real estate sector or a related industry.