أخصائي خدمة عملاء📣 إعلان

About the role:
As a leading entity in the Saudi hospitality sector, Creative Hospitality is proud to support Al Hilal, the largest football club in Asia, in enhancing customer experience as part of its retail and licensing expansion. We are seeking a Senior Customer Service professional to spearhead our customer support function and ensure world-class service for fans across all markets and touchpoints.

Objectives:

• Establish and lead customer service operations to deliver fast, reliable, and customer-centric support for Al Hilal’s e-commerce business.
• Oversee support platforms and tools (*, Zendesk), ensuring efficient workflows and continuous improvement.

Responsibilities:

• Handle all customer inquiries across channels (email, chat, WhatsApp), resolving issues related to orders, payments, returns, and delivery.
• Coordinate with Operations & Logistics to address order-related problems (delays, stock issues, replacements).
• Collaborate with CRM & Tech teams to report bugs and support system troubleshooting.
• Manage customer complaints and escalations ensuring high satisfaction levels.
• Document cases, SOPs, FAQs, and contribute to the customer service infrastructure.
• Monitor key performance metrics and provide insights to improve customer experience.
• Ensure compliance with platform requirements, including invoices and refunds in coordination with Finance.

Requirements:

• Minimum 3+ years of experience in customer service leadership or supervisory roles.
• Proven ability to build customer service functions from the ground up.
• Hands-on experience with ticketing systems (Zendesk, Salesforce, or Freshdesk).
• Strong communication skills in both Arabic and English.
• Solid problem-solving and analytical skills.
• Ability to manage high-volume service periods and maintain service levels.
• Knowledge of e-commerce customer journeys.