Call Center Customer Service Representative

Customer Service Representative – Call Center

We are seeking a Customer Service Representative to join the Call Center of one of the largest government-owned companies in Riyadh. The position offers a professional work environment with competitive salaries and benefits.

Key Responsibilities:

• Receive and professionally handle customer inquiries and complaints.
• Record and follow up on customer cases using CRM and customer service systems.
• Identify the root causes of customer issues and provide appropriate solutions or escalate cases to the relevant departments.
• Comply with established procedures, service-level standards, and performance indicators.
• Accurately document and update customer information.
• Handle difficult cases, de-escalate complaints, and maintain a positive customer experience.

Requirements:

• Saudi nationality.
• Bachelor's degree in Business Administration, Management Information Systems, Information Technology, Data Analytics, Public Administration, Public Relations, or a related field.
• More than one year of experience in customer service or call center operations.
• Strong communication, customer service, and problem-solving skills.
• Ability to use digital systems and manage multiple tasks simultaneously.
• Willingness to work rotating shifts.
• Willingness to work full-time on-site in Riyadh.

Preferred Qualifications:

• Experience using CRM or customer ticketing systems.
• Experience handling customer complaints and escalated cases.
• Previous experience in BPO and contact centers, telecommunications and technology, banking and fintech, or e-commerce and smart applications.