Customer Service Specialist

About Ghithaa

Ghithaa is seeking a Customer Service Specialist to join our team in Makkah, with operations covering Jeddah and Makkah. This full-time role is essential for maintaining high standards of customer interaction across various communication channels.

Role Overview

The Customer Service Specialist will be responsible for managing customer interactions, ensuring a consistent and high-quality experience. The ideal candidate will be professional, empathetic, and solution-oriented, capable of adhering to established procedures and guidelines while resolving customer inquiries and complaints effectively.

Key Responsibilities

• Handle customer inquiries via phone calls, live chat, direct messages (DMs), and social media platforms.
• Respond promptly and professionally to all incoming customer requests.
• Ensure a consistent and high-quality customer experience across all communication channels.
• Manage and resolve customer complaints efficiently and professionally.
• Handle angry or dissatisfied customers with patience, empathy, and effective communication, de-escalating situations and providing appropriate solutions aligned with company policies.
• Follow established customer service playbooks, quality guidelines, and standard operating procedures (SOPs).
• Ensure all responses and actions align with company tone, policies, and service standards, maintaining consistency in communication and case handling.
• Accurately categorize and log customer interactions, maintaining proper records of conversations, issues, and resolutions.
• Escalate complex cases when necessary according to defined workflows.
• Maintain high response quality and professionalism in all interactions.
• Meet defined Key Performance Indicators (KPIs) such as response time, resolution time, and customer satisfaction.
• Continuously improve performance based on feedback and quality reviews.

Qualifications and Experience

• 0-1 year of experience in customer service or a related field.
• Demonstrated ability to handle customer interactions across multiple channels.
• Strong problem-solving skills and a solution-oriented approach.

Required Skills

• Professional and empathetic communication skills.
• Ability to maintain high service quality.
• Proficiency in following structured playbooks and procedures.
• Strong organizational skills for accurate logging and record-keeping.

Work Environment

This is a full-time position based in Makkah, serving customers in both Jeddah and Makkah. The role requires adherence to company policies and standards to ensure consistent service delivery.

Application Process

We invite qualified candidates to apply for this role. Salary details will be discussed during the interview process.