Customer Service Specialist

About the Role

Join شركة عمر الزرعة للتطوير العقاري as a Customer Service Specialist based in Al Hufuf, Eastern Province. This full-time position operates on a 6-day workweek with rotating shifts covering 24/7 service. The role primarily involves connecting service seekers, providers, internal departments, and technical teams to ensure a smooth and uninterrupted platform experience. The salary range for this position is SAR 4,000 to 6,000 per month.

Key Responsibilities

• Promptly respond to all incoming inquiries from service seekers via all communication channels.
• Manage service seeker accounts and remove obstacles to ensure flawless order handling.
• Engage new users proactively to assist them in understanding and using platform features effectively.
• Resolve user complaints swiftly while adhering to set Service Level Agreements.
• Reach out directly to potential service providers to aid in recruitment and onboarding processes.
• Complete all steps involved in the provider onboarding workflow.
• Train providers on dashboard use, product listing, pricing, and order management.
• Follow up with providers to address delays and enhance service quality.
• Regularly assess provider performance to ensure compliance with platform standards.
• Mediation and resolution of operational and financial conflicts between users and providers.
• Serve as a main communication link among customers, providers, and internal teams such as Technical and Finance departments.
• Collaborate with Account Management to satisfy VIP client needs and manage cross-departmental agreements.
• Work with Finance to monitor outstanding invoices, payments, and transactions.
• Prepare routine reports on performance metrics including support KPIs, ticket resolution, and satisfaction levels.
• Identify, record, and classify technical bugs reported by users.
• Coordinate with Engineering and Technical teams to escalate and resolve platform issues.
• Participate in User Acceptance Testing for new updates before release.
• Inform users and providers about scheduled maintenance and technical changes to avoid disruptions.

Minimum Qualifications

• Bachelor’s degree or an equivalent educational background.
• Willingness and ability to travel between cities as needed for business purposes.
• At least one year of professional experience in customer service, digital platform operations, or account management, preferably with logistics sector exposure.
• Practical experience in recruiting, onboarding, and training service providers in platform usage.
• Familiarity with digital platform workflows and capability to identify and document system bugs for engineering teams.
• Strong communication skills in both Arabic and English; additional knowledge of Urdu is an advantage.
• Effective follow-up and coordination skills to ensure smooth operational processes.
• Proven problem-solving abilities to handle operational and financial disputes.
• Leadership skills with capacity to work independently and oversee procedures.