Job Purpose
The Call Center Representative is responsible for delivering professional and high-quality customer service by handling inbound and outbound calls, understanding customer requirements, creating and managing service requests, and ensuring timely follow-up and resolution.
The role supports customers across Saudi Arabia by providing accurate information, coordinating service requests with relevant departments, and maintaining a high level of customer satisfaction in line with company policies and service standards.
Key Responsibilities
Customer Calls and Needs Identification
- Receive and professionally handle incoming customer calls through the toll-free number.
- Listen carefully to customers and identify their requirements, questions, complaints, and service needs.
- Provide accurate information, guidance, and appropriate solutions based on company procedures.
- Maintain a professional and customer-focused approach during every interaction.
Customer Service Ticket Creation
- Create accurate service tickets in the Cloud for Customers (C4C) system.
- Register customer requests related to spare parts, maintenance, warranty documentation, inquiries, complaints, and other service requirements.
- Ensure all customer information and interaction details are entered accurately and completely.
- Maintain updated customer records and service request information.
Ticket Assignment and Follow-Up
- Assign customer service tickets to the appropriate internal department or responsible employee.
- Monitor open tickets and follow up with relevant teams to support timely resolution.
- Ensure customer requests are processed according to applicable service-level agreements and company standards.
- Keep customers informed about the progress of their requests and provide timely updates until closure.
Voice Messages and Call Management
- Review recorded voice messages and identify customer requirements.
- Contact customers when additional information or follow-up is required.
- Create service tickets based on voice messages and customer requests.
- Transfer calls received through the unified number to the appropriate department or extension.
- Respond to customer questions using accurate and up-to-date information.
Customer Engagement and Outbound Calling
- Maintain professional communication and positive customer relationships.
- Make outbound calls for customer follow-ups, satisfaction surveys, service updates, and approved promotional campaigns.
- Support customer satisfaction measurement and feedback activities.
- Record customer feedback and relevant interaction details accurately.
Performance and Professional Development
- Meet individual and team targets related to call handling, service quality, customer satisfaction, ticket resolution, and productivity.
- Participate in training programs, workshops, and seminars to improve customer service and technical knowledge.
- Stay updated on company products, services, processes, and customer support procedures.
- Continuously improve communication, problem-solving, and customer relationship management skills.
Role Accountabilities
Delivery
- Complete assigned customer service activities according to operational schedules and company requirements.
- Use available resources efficiently to achieve service and performance objectives.
- Prepare periodic reports highlighting completed activities, performance results, and deviations from planned targets.
Problem-Solving
- Resolve routine customer service issues effectively and professionally.
- Identify complex operational or customer-related issues and escalate them to the appropriate department when required.
Quality
- Maintain high standards of customer service quality across all customer interactions.
- Follow established quality-control procedures and service standards.
- Ensure customer information, tickets, and service records are accurate and complete.
Business Process Improvement
- Follow approved customer service processes, policies, systems, and work instructions.
- Identify opportunities to improve customer service processes and support automation initiatives where applicable.
- Contribute to improvements that enhance customer satisfaction and operational efficiency.
Compliance
- Follow company policies, procedures, work instructions, and applicable customer service requirements.
- Maintain confidentiality and accuracy when handling customer information and service records.
Health, Safety, and Environment
- Comply with relevant health, safety, quality, and environmental procedures applicable to the work environment.
- Follow company controls and requirements to support safe and compliant operations.
Academic Qualification
- Diploma or equivalent qualification in Customer Service, Business Administration, Communications, or another relevant field.
Work Experience
- Fresh graduates and candidates with 0–2 years of experience in customer service, call center operations, contact centers, or a related field are encouraged to apply.
- Experience handling customer calls or service requests is an advantage.
Technical and Functional Competencies
- Customer Service
- Customer Focus
- Call Center Operations
- Customer Relationship Management
- Customer Data Management
- Customer Satisfaction
- Customer Satisfaction Surveys
- Complaint Handling
- Service Request Management
- Ticket Management
- Data Entry and Documentation
- Performance Monitoring
- Process Improvement
- Quality Control
- Problem-Solving
- Communication Skills
- Customer Service Orientation
Call Center Representative Career Opportunity in Saudi Arabia
This position is suitable for candidates looking to build a career in customer service, call center operations, customer relationship management, and service support in Saudi Arabia.