Customer Service Specialist

About the Role

Aqarat Real Estate Development Company is seeking a Customer Service Specialist to join their team in Jeddah, Makkah, Saudi Arabia. This full-time role involves managing customer interactions across various communication channels to ensure high levels of satisfaction and maintain strong relationships with the company. The specialist will be responsible for providing accurate information and resolving inquiries efficiently.

Role Overview

The Customer Service Specialist serves as the primary point of contact for customer inquiries, requests, and complaints. This position requires a commitment to delivering distinguished service, timely issue resolution, and adherence to communication standards across all official channels, including phone, email, WhatsApp, social media, and the customer service platform.

Key Responsibilities

• Receive and manage customer inquiries, requests, and complaints through all official communication channels.
• Respond to customers within approved Service Level Agreements (SLAs), ensuring consistent messaging and tone.
• Provide accurate information regarding the company's projects, lands, products, and services.
• Document all customer interactions, requests, and complaints accurately and promptly in the customer service platform or CRM.
• Escalate complex issues and complaints to the appropriate department or direct manager and follow up until resolution.
• Coordinate with Sales, Marketing, Legal, and Finance teams to resolve customer issues comprehensively.
• Monitor the company's social media channels, responding to public comments and direct messages professionally.
• Follow up on after-sales requests to ensure customer satisfaction with provided solutions.
• Conduct customer satisfaction surveys and collect feedback to support continuous service improvement initiatives.
• Maintain customer confidentiality and comply with the company's data protection policies.
• Submit periodic reports on tickets, complaints, and channel performance to the direct manager.
• Contribute to the development and updating of the FAQs library and customer service knowledge base.
• Stay informed about the company's projects, offers, and policies to ensure the accuracy of information provided to customers.

Experience and Qualifications

• 2-5 years of experience in a customer service role.
• Demonstrated ability to handle customer inquiries and complaints across multiple channels.
• Proficiency in using customer service platforms or CRM systems.
• Strong communication and interpersonal skills.

Work Environment

This is a full-time position based in Jeddah, Makkah, Saudi Arabia, within Aqarat Real Estate Development Company. The role involves collaboration with various internal departments to ensure seamless customer support.

Application Process

Candidates who meet the specified requirements are encouraged to apply. Salary details will be discussed during the interview process.