We are looking for Customer Service Specialists to join us!
Key Responsibilities
Monitor and manage escalated complaints received through the SAMA portal.
Investigate each complaint, ensuring a thorough understanding of the customer's concerns.
Liaise with relevant departments to gather all necessary information for a resolution.
Contact customers through phone, email, and chat to acknowledge complaints, update on progress, and provide final resolutions.
Ensure clear, professional, and empathetic communication in every customer interaction.
Adhere to response time SLAs and maintain the highest standard of customer service.
Maintain detailed records of all interactions and actions taken to resolve each complaint.
Work closely with internal teams to expedite complaint resolution and improve response time.
Ensure any escalated issues are addressed and resolved in a manner that aligns with company policies.
Ensure adherence to regulatory guidelines, particularly SAMA policies and standards.
Follow company procedures and maintain a high level of confidentiality regarding customer data.
Participate in team meetings and training sessions to stay updated on policies, procedures, and best practices.
Skills, Knowledge and Expertise
Education: A high school diploma or equivalent. Some college coursework or a degree in a related field is a plus.
Communication Skills: Strong written and verbal communication skills, with the ability to handle difficult conversations with professionalism and empathy.
Problem-Solving: Basic problem-solving skills with the ability to investigate issues, identify root causes, and propose solutions.
Detail-Oriented: Strong attention to detail, especially when managing complaint records and ensuring accurate information is documented.
Customer-Focused: A passion for providing excellent customer service and resolving issues in a timely manner.
Team Player: Ability to collaborate effectively with cross-functional teams to achieve common goals.
Technical Skills: Proficiency in Microsoft Office (Word, Excel, Outlook) and the ability to quickly learn new software or customer management systems.
Adaptability: Ability to adapt to changing processes, tools, and regulations, particularly with respect to SAMA policies.
Experience: No prior experience is required, but customer service or complaint handling experience is a plus.
