Senior Customer Service Officer

Company Description

American Express Saudi Arabia, established in the Kingdom in 1999, is a leading financial company that provides advanced payment solutions tailored for both individuals and businesses. At the core of its operations is a commitment to delivering exceptional service and innovative products, including credit and charge cards designed to empower customers in exploring opportunities and achieving their goals. Renowned as a leader in the Card Business Payment sector, the company supports financial flexibility and success for customers. As part of a globally integrated payments network, American Express Saudi Arabia combines products, insights, and experiences to foster growth for its clients and partners. Join American Express Saudi Arabia to be part of a team dedicated to driving progress and customer loyalty.

Role Description

A Customer Service Agent is responsible for supporting customers by answering inquiries, resolving issues, and ensuring a smooth and positive experience. The role focuses on delivering timely, accurate, and friendly assistance across various channels such as phone, email, chat, or social media.

Key Responsibilities

• Respond to customer inquiries professionally and efficiently.
• Resolve complaints, troubleshoot issues, and provide appropriate solutions.
• Document customer interactions and update internal systems accurately.
• Follow policies, workflows, and service-level standards.
• Identify customer needs and recommend relevant products or services.
• Escalate complex cases to the appropriate teams when necessary.
• Maintain a high level of customer satisfaction and contribute to team performance goals.
• Demonstrate strong attendance and punctuality to ensure consistent service coverage.

Ideal Candidate Profile

• Excellent communication and problem-solving skills.
• Patient, empathetic, and able to handle difficult situations calmly.
• Strong attention to detail and ability to multitask.
• Works well under pressure and adapts quickly to change.
• Tech-savvy, preferably the ability to use CRM tools and support platforms.
• Team player with a positive attitude and strong work ethic.
• Reliable, punctual, and committed to excellent attendance.
• Prior customer service experience is a plus.
• We offer monthly incentive KPIs that reward high performance.