Customer Service Representative

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.

• Identify new opportunities for contracts in maintenance and operations for buildings and large corporations.
• Develop sustainable relationships with key owners and procurement managers in leading companies in Riyadh.
• Manage the qualification and registration process of our institution as an approved supplier for major enterprises and government entities.
• Represent the company professionally in financial negotiations and close contracts related to HVAC systems and escalators.

• Previous experience in the contracting and maintenance market with a specialty in HVAC systems and escalators.
• Comprehensive knowledge of supplier registration requirements for major companies and the ability to successfully complete qualification procedures.
• A valid driving license and thorough knowledge of key areas in Riyadh.
• Exceptional skills in persuasion and negotiation to achieve sales targets.