Coffee Roaster

Job Title: Customer Service Representative

Job Purpose:
To provide excellent customer service by handling inquiries, resolving complaints, and ensuring customer satisfaction while maintaining a professional and positive company image.

Key Responsibilities:

• Respond to customer inquiries via phone, email, chat, or in person in a timely and professional manner.

• Handle and resolve customer complaints efficiently and effectively.

• Provide accurate information about products, services, policies, and promotions.

• Process orders, applications, forms, and requests.

• Maintain customer records by updating account information in the system.

• Escalate complex issues to the appropriate department or supervisor when necessary.

• Follow up with customers to ensure their concerns are fully resolved.

• Collect and report customer feedback to improve service quality.

• Meet or exceed performance metrics such as response time, resolution time, and customer satisfaction scores.

Qualifications and Skills:

• High school diploma or equivalent (Bachelor’s degree preferred).

• Proven experience in customer service or related field.

• Strong communication, problem-solving, and active listening skills.

• Ability to remain calm and professional under pressure.

• Proficiency in using customer service software, CRM systems, and MS Office.

• Strong multitasking and organizational abilities.

• Fluency in [English/Arabic languages].

Working Conditions:

• Based in Riyadh.

• Night shift.

• One day off per week.

• May require weekends or public holidays depending on business ****

• Provide high-level administrative support to fee earners, including complex diary management across multiple time zones and coordination with internal and external stakeholders.
• Prepare and collate meeting materials, track action points, and ensure timely follow-up.
• Arrange international travel, visas, and itineraries in line with firm policies.
• Maintain accurate electronic and physical filing systems in compliance with records management procedures.
• Act as a key point of contact for clients, building strong working relationships and supporting effective service delivery.
• Support business development activities, including research, pitch preparation, CRM updates, and event coordination.
• Assist with client onboarding, engagement letters, billing processes, WIP reviews, and coordination of invoices and disbursements.
• Draft professional correspondence, presentations, and reports, ensuring accuracy and attention to detail.
• Collaborate closely with regional teams, including Finance, BD, HR, and the KSA office, supporting wider office operations as needed.

• Relevant experience in a law firm or professional services environment (international firm experience preferred).
• Strong organisational skills with excellent attention to detail and the ability to manage competing deadlines.
• Commercial and financial awareness, with confidence supporting billing and compliance processes.
• Advanced Microsoft Office skills and familiarity with legal systems and document management tools.
• Excellent communication skills in English and Arabic.
• Proactive, adaptable, and resilient, with a collaborative mindset and high level of discretion.

• Provide high-level administrative support to the CEO, including calendar management, meeting coordination, and travel arrangements.
• Prepare, review, and organize documents, reports, presentations, and correspondence.
• Act as the primary point of contact between the CEO and internal/external stakeholders.
• Coordinate executive meetings, draft agendas, record minutes, and ensure timely follow-up on action items.
• Manage confidential information with discretion and professionalism.
• Support the CEO in project tracking, deadline management, and prioritization of tasks.
• Assist in organizing corporate events, board meetings, and executive engagements.
• Maintain an organized filing system (digital and physical) for easy retrieval of documents.
• Handle incoming communications, screen calls, and manage email correspondence on behalf of the CEO.
• Conduct basic research, compile data, and prepare summaries when required.

• Saudi National (Female)
• Bachelor’s degree in Business Administration, Office Management, or a related field.
• Proven experience (3+ years) as an Executive Secretary, Executive Assistant, or similar role supporting senior leadership.
• Excellent command of English and Arabic (written and spoken).
• Strong proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Exceptional organizational and time-management skills.
• Strong interpersonal skills with a professional and polished demeanor.
• Ability to work under pressure, manage multiple priorities, and meet tight deadlines.
• High level of integrity, confidentiality, and discretion.

• Proactive problem-solving
• Strong communication and coordination
• Professional judgment and decision-making
• Attention to detail
• Adaptability and reliability
• Executive presence and maturity