أخصائي خدمة عملاء

Job Title

Customer Service Specialist

Job Summary

You will serve as the primary focal point and central link connecting service seekers, service providers, internal departments, and the technical team to ensure a seamless, integrated, and continuous platform experience. In this role, you will actively manage account performance and inquiries for service seekers, while providing dedicated support to service providers to streamline their operations and resolve any operational bottlenecks. Furthermore, you will play a crucial role as the operational bridge between internal teams and the technical support department to report, track, and resolve system issues swiftly, ensuring maximum system efficiency. If you are a proactive problem solver with exceptional communication and stakeholder management skills, a strong passion for customer success, and a relentless drive for operational excellence, we are looking for you to join our team and help shape the future of our platform

Major Responsibilities

• Receive and follow up on all service applicant inquiries across various communication channels (live chat, email, phone calls) with prompt and comprehensive responses.

• Manage and update service applicant account details, track order histories, and proactively resolve any obstacles to ensure smooth transaction completion.

• Proactively engage with new users to guide them on maximizing platform features and navigating available services.

• Receive, classify, and immediately address service-related complaints and reports in accordance with approved Service Level Agreements (SLAs).

• Engage directly with targeted vendors to recruit, onboard, and persuade them to utilize the platform.

• Manage and execute all stages and requirements of the approved vendor onboarding process.

• Train service providers on using the control panel (dashboard), listing and pricing their services, and managing orders.

• Maintain continuous operational follow-ups with vendors to eliminate delays and enhance service execution speed and quality.

• Monitor and evaluate service provider performance periodically to ensure strict compliance with quality standards and platform policies.

• Mediate and flexibly resolve operational and financial disputes arising between service applicants and providers.

• Facilitate daily coordination and seamless information flow between clients, vendors, and internal departments (e.g., Tech and Finance).

• Collaborate with Account Management to fulfill VIP client requirements and manage joint contracts.

• Coordinate with the Finance department to track invoices and reconcile pending payments and transactions among parties.

• Prepare periodic management reports tracking Key Performance Indicators (KPIs), ticket resolution rates, and user satisfaction metrics.

• Identify, log, and thoroughly document technical bugs and system issues encountered by platform users.

• Coordinate directly with the Technical Support team to escalate system issues and track bug fixes through to ticket closure.

• Participate in User Acceptance Testing (UAT) for new features and technical enhancements prior to official platform rollout.

• Notify all platform stakeholders of scheduled technical updates and maintenance windows to ensure operational continuity.

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Minimum requirements of role

• Saudi nationality is required.

• Bachelor’s degree or a relevant academic qualification.

• Excellent command of English (Essential requirement).

• At least an intermediate level of Urdu (Preferred).

• Ability to work flexible/rotating shifts.

• Ability to travel and relocate between cities as required by business needs.

• At least 1 year of experience in Customer Service, Digital Platform Operations, or Account Management, alongside prior experience in the logistics sector.

• Prior experience in vendor/service provider onboarding, execution of onboarding workflows, and platform training.

• Understanding of digital platform operations with the ability to identify, accurately document, and report system bugs to the technical team.

• Strong verbal and written communication skills in Arabic and English, with Urdu language skills preferred.

• Strong and continuous follow-up skills with all relevant stakeholders to ensure effective operation workflow.

• Problem-solving skills with the ability to resolve operational and financial conflicts efficiently.

• Leadership qualities with the capability to organize, direct, and execute tasks independently and effectively.

Job Location & Work Hours Details

• Work Location: Eastern Province - Al-Ahsa

• Work Days : 6 Days per Week

• Work Hours & Shift System : 8 Hours per day ,Rotating Shifts - 24/7 Operational Coverage)

Total Rewards & Career Growth

At our company, we work to support and empower our team to deliver an exceptional customer experience and build a legacy of sustainable growth in the digital platforms sector. Believing that our true investment lies in developing talent, we offer a work environment that provides an excellent opportunity to lead and enhance direct communication operations with our clients across various digital technologies and channels. We are committed to supporting your career path and developing your communication and leadership skills by granting you autonomy, room for innovation, and the opportunity to deliver impactful solutions that enhance the customer journey, alongside a competitive salary tailored to your experience to ensure your growth and continuity with us