Help Desk Agent

-; Riyadh; On-site; SAR 50,000 - 70,000; Full time

Job summary

A global engineering firm is seeking a customer service representative in Riyadh, responsible for managing client service requests via calls and emails. Candidates should have a High School Diploma or GED and previous customer service experience. Skills in Microsoft Office are required, and knowledge of SAP is advantageous. This role promotes effective communication and multitasking in a fast-paced environment. Bilingual candidates (English and Arabic) are especially encouraged to apply.

Qualifications

• High School Diploma or General Educational Development (GED) certificate with relevant work experience.
• Knowledge and understanding of facility management environment.
• Previous customer service and/or call center experience is essential.

Responsibilities

• Manage client service requests through various communication methods.
• Resolve customer inquiries promptly with accurate information.
• Document and update records in required systems.

Skills

Multitasking

Interpersonal skills

Written communication

Oral communication

Bilingual (English and Arabic)

Education

High School Diploma or GED

Tools

Microsoft Office

SAP

Job description

Job Description

SUMMARY

Manage the client service requests via inbound and outbound telephone calls, e-mails, web requests and walk‑ins.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide prompt resolution to customer inquiries by providing appropriate and accurate information
• Accurately document and update records in required systems
• Follow up in a timely manner to ensure customer satisfaction
• Understand all programs, systems, and procedures necessary to perform job effectively
• Where applicable, communicate with customers to attempt to bring resolution
• Communicate feedback and progress to management
• Maintain diplomacy and tact when dealing with upset or escalated calls
• Escalate customer complaints and/or calls through the appropriate channels to management
• Provide feedback to management concerning possible problems or areas of improvement
• Make recommendations to implement improved processes
• Perform other duties as assigned by management

QUALIFICATIONS

Education and/or Experience

• High School Diploma or General Educational Development (GED) certificate with equivalent relevant work experience desired.
• Knowledge and understanding of facility management environment
• Knowledge, understanding, and compliance with Service Request policies and procedures
• Previous customer service and/or call center experience is a must
• Bi‑lingual (English and Arabic) is an advantage
• Knowledge in SAP is an advantage

Attributes

• Ability to maintain the highest level of confidentiality
• Proficient personal computer skills, including Microsoft Office
• Excellent interpersonal, written, and oral communication skills
• Ability to work in a team fostered environment
• Ability to work in a multi‑tasked environment
• Ability to prioritize and organize work
• Ability to adapt to a flexible schedule.

Computer Skills

• Proficient with Microsoft Office

Worker Type
Employee

Job Type
Regular

Diversity and Inclusion

At SNC‑Lavalin, we seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world‑class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.

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