Customer Service Specialist

About the Company and Role

شركة عمر الزرعة للتطوير العقاري is seeking a Customer Service Specialist to join our team in Al-Ahsa, Eastern region. This full-time role is central to ensuring a seamless and integrated platform experience by connecting service seekers, service providers, internal departments, and the technical team. The specialist will manage account performance and inquiries for service seekers, provide dedicated support to service providers, and act as an operational bridge between internal teams and technical support.

Key Responsibilities

• Receive and follow up on service applicant inquiries across various communication channels (live chat, email, phone calls) with prompt and comprehensive responses.
• Manage and update service applicant account details, track order histories, and resolve obstacles to ensure smooth transaction completion.
• Engage proactively with new users to guide them on maximizing platform features and navigating available services.
• Receive, classify, and address service-related complaints and reports in accordance with approved Service Level Agreements (SLAs).
• Engage directly with targeted vendors to recruit, onboard, and encourage platform utilization.
• Manage and execute all stages and requirements of the approved vendor onboarding process.
• Train service providers on using the control panel (dashboard), listing and pricing their services, and managing orders.
• Maintain continuous operational follow-ups with vendors to eliminate delays and enhance service execution speed and quality.
• Monitor and evaluate service provider performance periodically to ensure compliance with quality standards and platform policies.
• Mediate and resolve operational and financial disputes between service applicants and providers.
• Facilitate daily coordination and information flow between clients, vendors, and internal departments (*, Tech and Finance).
• Collaborate with Account Management to fulfill VIP client requirements and manage joint contracts.
• Coordinate with the Finance department to track invoices and reconcile pending payments and transactions.
• Prepare periodic management reports tracking Key Performance Indicators (KPIs), ticket resolution rates, and user satisfaction metrics.
• Identify, log, and document technical bugs and system issues encountered by platform users.
• Coordinate directly with the Technical Support team to escalate system issues and track bug fixes through to ticket closure.
• Participate in User Acceptance Testing (UAT) for new features and technical enhancements prior to official platform rollout.
• Notify all platform stakeholders of scheduled technical updates and maintenance windows.

Qualifications and Experience

• 0-1 years of experience in a relevant field.
• Proactive problem-solving abilities.
• Exceptional communication and stakeholder management skills.
• Strong passion for customer success and operational excellence.

Work Environment and Growth

At شركة عمر الزرعة للتطوير العقاري, we support and empower our team to deliver exceptional customer experiences and contribute to sustainable growth in the digital platforms sector. We offer a work environment that provides opportunities to lead and enhance direct communication operations with clients across various digital technologies and channels. We are committed to supporting career development, fostering communication and leadership skills, and providing autonomy for innovation to deliver impactful solutions that enhance the customer journey. A competitive salary will be offered based on experience.