Customer Service Executive (Saudi National) Maternity cover

About Tahaluf

Tahaluf is Saudi Arabia's largest B2B live and on-demand events organiser. It operates as a joint venture between Informa PLC, the Saudi Federation for Cybersecurity, Programming and Drones (SAFCSP), and the Events Investment Fund (EIF). The company focuses on large-scale B2B and B2C events, collaborating with various government and non-government organisations.

The Role of Customer Service Executive

The Customer Service Executive will join the Customer Service team in Riyadh, Saudi Arabia, acting as the primary point of contact for after-sales queries across Tahaluf's event portfolio. This contract role involves supporting exhibitors, visitors, and internal event teams, managing customer queries from initial contact through to resolution. The position requires 5-10 years of experience and supports the Customer Service Team Leader and Manager in daily service delivery for assigned events.

Core Responsibilities

• Act as a Customer Service Subject Matter Expert for an assigned portfolio of events, ensuring queries are resolved within departmental SLAs.
• Support operational readiness for events, ensuring FAQs and knowledge base content are current for the outsourced contact centre.
• Monitor incoming queues and assist with workload coordination, identifying backlogs and SLA risks.
• Handle customer escalations, coordinating with internal teams for resolution.
• Provide first-line technical support for customer-facing digital products, including exhibitor portals and registration platforms.
• Capture and maintain accurate customer and case information within Salesforce Service Cloud.
• Support onsite Customer Service delivery and coordination during exhibitions and events.

Stakeholder and Event Team Support

• Build relationships with internal event portfolio stakeholders and serve as a Customer Service point of contact.
• Participate in event planning meetings to identify Customer Service requirements.
• Support the development and delivery of integrated customer communication plans.
• Identify recurring customer issues and propose improvements to processes, platforms, or communications.
• Provide onsite Customer Service support and coordination at shows.

Reporting, Quality, and Continuous Improvement

• Support the preparation of monthly CX performance reports, including SLA performance and contact drivers.
• Analyse case data to identify recurring contact drivers and recommend improvements to FAQs and internal processes.
• Conduct regular quality assurance reviews across various communication channels.
• Analyse QA results to identify quality, knowledge, or training gaps and support the implementation of corrective actions.
• Provide evidence of recurring issues and share findings to support continuous service improvement.

Qualifications and Work Arrangement

Candidates should possess 5-10 years of experience in a relevant customer service role. This is a 7-month contract position that can be performed remotely. Tahaluf does not provide relocation or sponsorship support for this role. The ideal candidate will be adept at resolving complex customer issues, coordinating with internal stakeholders, and analysing customer service data to identify improvement opportunities.