Customer Service Specialist📣 إعلان

About the Role

شركة عمر الزرعة للتطوير العقاري is seeking a Customer Service Specialist to join our team in the Eastern Province, specifically in Al-Ahsa and Al Hafuf. This is a full-time position requiring 0-1 years of experience. The specialist will serve as the primary point of contact, connecting service seekers, service providers, internal departments, and the technical team to ensure a seamless and integrated platform experience. The salary for this role ranges from SAR 4,000 to 6,000.

Role Context and Purpose

The Customer Service Specialist 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. This role also acts as an operational bridge between internal teams and the technical support department, focusing on reporting, tracking, and efficiently resolving system issues to ensure maximum platform efficiency. The ideal candidate will be a proactive problem solver with strong communication and stakeholder management skills, demonstrating a commitment to customer success and operational excellence.

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.

Qualifications and Experience

• 0-1 years of experience in a customer service or related role.
• Demonstrated ability to manage account performance and inquiries.
• Experience in providing dedicated support to streamline operations and resolve bottlenecks.

Required Skills

• Exceptional communication skills, both written and verbal.
• Strong stakeholder management abilities.
• Proactive problem-solving capabilities.
• A strong passion for customer success.
• A drive for operational excellence.

Work Environment

This is a full-time position based in the Eastern Province, with responsibilities covering Al-Ahsa and Al Hafuf. The role involves working within a dynamic environment, collaborating with various internal teams and external stakeholders to ensure platform efficiency and user satisfaction.