Customer Service Representative

About the Role

SmartChoice International GCC is seeking a Customer Service Representative to join their team in Riyadh, Saudi Arabia. This full-time role involves supporting a global cybersecurity client that is currently expanding. The position is suitable for individuals with 2-5 years of experience in customer service, particularly within a technology-focused environment.

Role Overview

The Customer Service Representative will deliver high-level customer service and support day-to-day operational activities. This role requires managing customer interactions and operational processes in a fast-paced setting, with regular engagement with customers, internal teams, instructors, service providers, and other stakeholders.

Key Responsibilities

• Manage and monitor customer tickets using a service management platform.
• Follow up on escalated tickets to ensure timely resolution.
• Prepare and distribute regular service reports.
• Conduct customer and attendee courtesy calls.
• Review registrations and prepare registration reports.
• Support customer and student access, resolving any related issues.
• Follow up on unpaid registrations as required.
• Coordinate with internal Business Development teams regarding customer requests.
• Prepare and distribute joining instructions for events and programs.
• Prepare attendance records for events and programs.
• Monitor customer satisfaction and escalate issues appropriately.
• Support the development and improvement of customer service processes.
• Assist in categorizing recurring issues and enhancing internal feedback processes.

Qualifications and Requirements

• 2-4 years of experience in a customer service role, preferably phone or office-based.
• Experience within the technology industry.
• Strong understanding of customer service processes and operations.
• A Bachelor's degree in Business Administration or Computer Science.

Required Skills

• Excellent communication and stakeholder management skills.
• Ability to manage escalations and thrive in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to work effectively within a diverse, multicultural team.
• Strong ownership and a proactive approach to problem-solving.

Work Environment

This full-time position is based in Riyadh, Saudi Arabia. The role involves working within a diverse and multicultural team, supporting a global cybersecurity client.