Call Center Customer Service Representative

About the Role

iHR (International Human Resources) is seeking a Call Center Customer Service Representative to join one of the largest government-owned companies in Riyadh, Saudi Arabia. This full-time position involves working within a professional call center environment, focusing on customer interaction and support.

Key Responsibilities

• Professionally handle customer inquiries and complaints.
• Record and follow up on customer cases using CRM and customer service systems.
• Identify root causes of customer issues and provide appropriate solutions or escalate cases to relevant departments.
• Comply with established procedures, service-level standards, and performance indicators.
• Accurately document and update customer information.
• Handle difficult cases, de-escalate complaints, and maintain a positive customer experience.

Qualifications and Requirements

• Saudi nationality is required.
• Bachelor’s degree in Business Administration, Management Information Systems, Information Technology, Data Analytics, Public Administration, Public Relations, or a related field.
• More than one year of experience in customer service or call center operations.
• Strong communication, customer service, and problem-solving skills.
• Ability to use digital systems and manage multiple tasks simultaneously.
• Willingness to work rotating shifts.
• Willingness to work full-time on-site in Riyadh.

Preferred Qualifications

• Experience using CRM or customer ticketing systems.
• Experience handling customer complaints and escalated cases.
• Previous experience in BPO and contact centers, telecommunications and technology, banking and fintech, or e-commerce and smart applications.

Work Environment

This role is based in Riyadh, Saudi Arabia, and requires full-time on-site presence. The position operates within a professional work environment, with competitive salaries and benefits offered.