Associate Customer Care📣 Job Ad

About Zid and the Role

Zid is a technology company focused on empowering retail success for merchants across Saudi Arabia through a unified, end-to-end commerce platform. This full-time Associate Customer Care role, based in Riyadh, is central to ensuring a seamless experience for Zid's customers. The position is designed for individuals who are dedicated to providing support, resolving issues, and contributing to overall customer satisfaction.

Key Responsibilities

• Respond to customer inquiries promptly across chat, email, and social media channels.
• Understand customer needs, provide accurate information, and deliver clear, effective solutions.
• Ensure every customer interaction is handled professionally, maintaining a positive customer experience.
• Resolve customer issues efficiently and provide timely support.
• Manage customer requests while upholding high service quality and response standards.
• Follow up on customer cases to ensure complete resolution and satisfaction.
• Gather customer feedback and communicate valuable insights to relevant internal teams.
• Identify recurring issues and contribute to improving processes, workflows, and customer journeys.
• Maintain accurate records of customer interactions, cases, and resolutions.
• Utilize CRM and internal systems to organize, prioritize, and track customer requests.
• Collaborate with Product, Technical Support, Operations, and other internal teams to address customer needs.

Required Experience

• 1–3 years of experience in Customer Service, Customer Care, Merchant Support, or Call Center environments.
• Experience in SaaS, eCommerce, or technology companies is preferred.
• Familiarity with CRM, ticketing systems, and customer support platforms is an advantage.
• Experience handling customer inquiries, account-related issues, and technical support requests.

Essential Skills

• Excellent written and verbal communication skills.
• Strong customer service and problem-solving abilities.
• Ability to manage multiple customer cases while maintaining attention to detail.
• Familiarity with CRM systems and Microsoft / Google Workspace tools.
• Strong organizational and time management skills.

Personal Attributes

• Customer-focused with a genuine passion for helping others.
• Empathetic, patient, and professional in every interaction.
• Adaptable and comfortable working in a fast-paced environment.
• Collaborative team player with a positive attitude and growth mindset.
• Eager to learn, improve, and deliver exceptional customer experiences.

Working Environment

The Associate Customer Care professional will contribute to a collaborative and customer-first team culture. This role requires the ability to adapt quickly to new tools, processes, and product updates to support continuous service improvement initiatives.