Multichannel Customer Experience 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

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.