Company Description
Enigma Genomics is a global leader in next-generation sequencing solutions, utilizing advanced artificial intelligence tools to decode the human genome. Renowned as one of the first genetic laboratories in the Middle East and worldwide, Enigma Genomics provides personalized genetic insights to improve health and well-being. Powered by cutting-edge technologies and analysis algorithms from leaders like Google AI and the Broad Institute of MIT and Harvard, we are committed to revolutionizing clinical diagnostic genomics. Our mission is to improve lives through the immense potential of genetic medicine.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, chat, and other communication channels.
- Provide accurate information about products, services, processes, and policies.
- Resolve customer concerns, complaints, and issues efficiently while maintaining a high level of customer satisfaction.
- Escalate complex cases to the appropriate departments when necessary.
- Maintain detailed and accurate records of customer interactions in the CRM system.
- Follow up with customers to ensure issues are fully resolved.
- Collaborate with internal teams to improve customer experience and service quality.
- Meet established performance metrics, including response time, resolution rate, and customer satisfaction targets.
Requirements
- Bachelor's degree in business administration or equivalent experience.
- 2–4 years of experience in customer service, customer care, or a related role.
- Excellent verbal and written communication skills in both Arabic and English.
- A strong command of English is required.
- Ability to communicate effectively with customers in the Saudi dialect is highly preferred.
- Proficiency in using CRM systems and customer support platforms.
- Strong problem-solving, organizational, and multitasking skills.
- Ability to work independently and effectively in a remote environment.
Preferred Qualifications
- Previous experience serving customers in the healthcare or related industries.
- Familiarity with Saudi customer service standards and cultural expectations.
- Experience handling customer interactions across the GCC region.
