Customer Service Representative

About the Role

SmartChoice International GCC is partnering with a global cybersecurity client to recruit a Customer Service Representative in Riyadh, Saudi Arabia. This full-time role is suited for professionals with 2-5 years of experience in customer service, particularly those who thrive in technology-focused environments and can manage both customer interactions and operational processes effectively.

Role Overview

The Customer Service Representative will be responsible for delivering high-level customer service while supporting daily operational activities. This position requires regular interaction with customers, internal teams, service providers, and other stakeholders, making strong communication and organizational skills essential.

Key Responsibilities

• Managing and monitoring customer tickets through a service management platform.
• Following up on escalated tickets and ensuring timely resolution.
• Preparing and sharing regular service reports.
• Conducting customer and attendee courtesy calls.
• Reviewing registrations and preparing registration reports.
• Supporting customer/student access and resolving related issues.
• Following up with unpaid registrations as required.
• Coordinating with internal Business Development teams on customer requests.
• Preparing and distributing joining instructions for events and programs.
• Preparing attendance records for events and programs.
• Monitoring customer satisfaction and escalating issues when appropriate.
• Supporting the development and improvement of customer service processes.
• Helping categorize recurring issues and improve internal feedback processes.

Required Qualifications and Experience

• 2-5 years of experience in a customer service role.
• Demonstrated ability to work in a fast-paced, technology-focused environment.
• Experience managing both customer interactions and operational processes.

Essential Skills

• Strong communication skills: Essential for interacting with customers, internal teams, and stakeholders.
• Organizational skills: Necessary for managing various tasks and processes efficiently.

Compensation

The salary for this position is up to SAR 12,000.