Customer Service Specialist

Location: Eastern Province – Al-Ahsa
Employment Type: Full-Time
Work Days: 6 Days per Week
Work Schedule: Rotating Shifts – 24/7 Operational Coverage
Salary Range: SAR 4,000 – 6,000

Job Summary

You will serve as the primary focal point and central link connecting service seekers, service providers, internal departments, and the technical team to ensure a seamless, integrated, and continuous platform experience.

In this role, you will actively manage account performance and inquiries for service seekers, while providing dedicated support to service providers to streamline their operations and resolve operational bottlenecks.

You will also act as an operational bridge between internal teams and the technical support department to report, track, and resolve system issues efficiently, ensuring maximum platform efficiency.

If you are a proactive problem solver with exceptional communication and stakeholder management skills, a strong passion for customer success, and a drive for operational excellence, we are looking for you to join our team and help shape the future of our platform.

Key Responsibilities

• Handle and respond to all inbound service seeker inquiries across all support channels with speed and efficiency.

• Manage seeker account profiles and remove operational friction points to ensure seamless order execution.

• Proactively engage new platform users to guide them on navigating features and maximizing platform value.

• Address and resolve user complaints promptly in compliance with established SLAs.

• Directly reach out to prospective service providers to support recruitment and platform onboarding.

• Execute and oversee all procedural steps within the defined provider onboarding workflow.

• Train service providers on dashboard navigation, catalog listing, pricing setup, and order management.

• Follow up with providers to troubleshoot operational delays and improve service delivery quality.

• Monitor and evaluate provider performance regularly to ensure compliance with platform policies and standards.

• Mediate and resolve operational and financial disputes between seekers and providers effectively.

• Act as the primary liaison facilitating daily information flow between users, providers, and internal teams such as Tech and Finance.

• Collaborate with Account Management to fulfill VIP client requirements and track cross-departmental agreements.

• Coordinate with Finance to track pending invoices, payouts, and transaction processing between parties.

• Generate regular performance reports highlighting support KPIs, ticket resolution metrics, and satisfaction rates.

• Identify, document, and categorize technical glitches and platform bugs reported by ecosystem users.

• Partner directly with the Engineering/Tech Team to escalate platform issues and track resolution progress.

• Participate in User Acceptance Testing (UAT) for new platform updates prior to public rollout.

• Keep users and providers informed about scheduled maintenance and technical updates to prevent disruption.

Minimum Requirements

• Bachelor’s degree or relevant educational qualification.

• Ability and willingness to travel between cities based on business requirements.

• Minimum of 1 year of work experience in customer service, digital platform operations, or account management, in addition to prior experience in the logistics sector.

• Hands-on experience in recruiting, onboarding, and training service providers on platform usage.

• Understanding of digital platform workflows with the ability to identify, document, and log technical bugs for development teams.

• Strong oral and written communication skills in Arabic and English. Additional language skills, including Urdu, are considered an advantage.

• Strong follow-up and coordination skills with relevant stakeholders to maintain seamless operational workflows.

• Proven problem-solving capabilities and the ability to resolve operational and financial disputes effectively.

• Strong leadership qualities with the ability to manage tasks independently and guide processes.