Customer Service Representative

Customer Service Representative | RiyadhWe are currently partnered with a global cybersecurity client who is rapidly expanding and looking for a strong customer service representative based in Riyadh.This is a great opportunity for someone with a strong customer service background who enjoys working in a fast-paced, technology-focused environment and is comfortable managing both customers and operational processes.

Responsibilities

You’ll be responsible for delivering a high level of customer service while supporting day-to-day operational activities, including:

• 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 issues
• Following up with unpaid registrations where required
• Coordinating with internal Business Development teams on customer requests
• Preparing and distributing joining instructions
• Preparing attendance records for events and programmes
• Monitoring customer satisfaction and escalating issues where appropriate
• Supporting the development and improvement of customer service processes
• Helping categorise recurring issues and improve internal feedback processesIMPORTANT: The role involves regular interaction with customers, internal teams, instructors, service providers and other stakeholders, so strong communication and organisation skills are essential.

Requirements

2-4 years' experience in a customer service role (Phone/office based customer service)Experience within the technology industryStrong understanding of customer service processes and operationsExcellent communication and stakeholder management skillsComfortable managing escalations and working in a fast-paced environmentStrong organisational skills and attention to detailAbility to work effectively within a diverse, multicultural teamStrong ownership and a proactive approach to problem solvingA Bachelor's degree in Business Administration or Computer Science is requiredSystems: Odoo – advanced user, Salesforce – intermediate user, Microsoft Office – advanced user