Customer Service Specialist📣 Job Ad

About Ghithaa and the Role

Ghithaa is seeking a Customer Service Specialist to join our team in Jeddah, Makkah, Saudi Arabia. This is a full-time position focused on delivering exceptional customer interactions across various communication channels. The role is integral to maintaining high service quality and ensuring customer satisfaction.

Role Purpose and Candidate Profile

The Customer Service Specialist will serve as a primary point of contact for customers, handling inquiries and resolving issues with professionalism and empathy. We are looking for a solution-oriented individual capable of adhering to established procedures and maintaining consistent service standards. This role requires a commitment to providing a positive and effective customer experience.

Key Responsibilities

• Handle customer inquiries through various channels including phone calls, live chat, direct messages (DMs), and social media platforms.
• Respond promptly and professionally to all incoming customer requests and ensure a consistent, high-quality experience across all communication channels.
• Manage and resolve customer complaints efficiently and professionally, including handling angry or dissatisfied customers with patience and effective communication.
• De-escalate situations and provide appropriate solutions in alignment with company policies and guidelines.
• Follow established customer service playbooks, quality guidelines, and standard operating procedures (SOPs).
• Ensure all responses and actions align with the company's 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, following defined workflows.
• Continuously improve performance based on feedback and quality reviews.

Qualifications and Experience

• 0-1 years of experience in customer service or a related field.
• Demonstrated professionalism and a strong sense of empathy in customer interactions.
• Ability to be solution-oriented and effectively resolve customer issues.
• Capability to maintain high service quality while following structured playbooks and procedures.

Performance and Service Standards

The Customer Service Specialist is expected to maintain high response quality and professionalism in all interactions. Performance will be measured against defined Key Performance Indicators (KPIs) such as response time, resolution time, and customer satisfaction. Adherence to company policies and continuous improvement are essential aspects of this role.

Location

This full-time position is based in Jeddah, Makkah, Saudi Arabia.