Customer Service Representative

About the Role

Al Khozama Investment is seeking a Customer Service Representative to serve as the primary point of contact for customers and visitors. This full-time role is based in Riyadh, Saudi Arabia, and involves delivering a professional front-desk experience that aligns with the company’s standards. The position requires 2-5 years of experience in customer service.

Role Purpose

The Customer Service Representative is responsible for handling inquiries and feedback, providing prompt solutions, and coordinating with internal teams to ensure customer satisfaction. This role requires excellent communication skills and a solution-oriented mindset in a fast-paced environment.

Key Responsibilities

• Serve as the first point of contact for customers and visitors in person, by phone, or email, providing a professional greeting.
• Handle customer complaints and concerns efficiently, escalating unresolved issues to appropriate teams and ensuring resolution.
• Collaborate with internal departments such as operations, maintenance, security, and IT to address customer needs and ensure smooth service delivery.
• Maintain up-to-date knowledge of the company’s services, facilities, policies, and initiatives to assist customers accurately.
• Proactively follow up with customers on open issues, service delivery, or feedback to ensure satisfaction.
• Accurately record customer interactions, visitor logs, and service requests, maintaining confidentiality and data integrity.
• Support the processing of customer requests, including facility bookings, access permissions, or service forms, ensuring timely handling.
• Build trust and rapport with customers through attentive and personalized service to enhance customer loyalty.
• Identify and promote additional services, offers, or loyalty programs, and assist in communicating campaigns to customers.

Performance Indicators

• Customer Satisfaction Score (CSAT)
• First Response Time
• Issue Resolution Time
• Repeat Complaints Rate
• Visitor Check-In Accuracy
• Internal Coordination Efficiency
• Documentation Compliance
• Professional Appearance & Area Readiness
• Upselling or Referral Success Rate (if applicable)
• Attendance & Punctuality

Required Experience

• 2-5 years of experience in a customer service role.

Work Environment

This is a full-time position located in Riyadh, Saudi Arabia, within a premium environment that values high standards of customer service.