Customer Service Representative

About the Role

Al Hassan Ghazi Ibrahim Shaker Co. is seeking a Customer Service Representative to join their team in Riyadh. This full-time role serves as the primary interface between customers and the company, providing essential assistance, resolving inquiries, and ensuring positive interaction experiences across various communication channels.

Key Responsibilities

• Handle high volumes of incoming and outgoing calls efficiently and promptly.
• Provide detailed product or service information, troubleshooting support, and solutions to meet customer requirements.
• Address and resolve customer issues, complaints, and requests effectively and in a timely manner.
• Develop a comprehensive understanding of the company's products and services, including features, benefits, and usage guidelines.
• Identify customer needs, clarify information, research each issue thoroughly, and offer appropriate solutions or alternatives.
• Follow established communication "scripts" when handling different topics to ensure consistency.
• Achieve personal and team goals, both qualitative and quantitative.
• Validate and resolve customer complaints, ensuring complete closure with both customers and internal systems.

Customer Engagement and Communication

This role requires a strong focus on building and maintaining positive customer relationships. Representatives are expected to communicate effectively and professionally to build rapport and trust. Active listening skills are crucial to understand customer needs and concerns, responding with empathy and understanding. The objective is to surpass customer expectations and ensure a positive experience during every interaction, fostering enduring relationships through personalized support.

Required Skills and Qualifications

• Excellent verbal and written communication skills.
• Effective problem-solving and negotiation abilities.
• Strong organizational and time management skills.
• Demonstrated empathy towards customers' emotions and perspectives.
• Basic computer proficiency, including word processing, email, and social media platforms.
• Ability to work effectively under pressure and manage multiple priorities efficiently.
• Strong adherence to schedules and deadlines.

Company Alignment and Compliance

The Customer Service Representative is expected to ensure full alignment with Shaker Group's vision, mission, values, and strategic priorities. Compliance with all company guidelines and established procedures is a fundamental aspect of this position.

Work Environment

This is a full-time position based in Riyadh, where the representative will engage with customers through various channels, including phone calls (inbound and outbound), email, and social media.