Customer Service Agent

About This Role

Job Title: Customer Service Agent

Location: Jeddah, Saudi Arabia

Employment Type: Full-Time

:Role Overview

We are looking to hire a Customer Service Agent with strong experience in handling customer interactions across multiple channels. The ideal candidate should be professional, empathetic, solution-oriented, and capable of maintaining high service quality while following structured playbooks and procedures.

:Key Responsibilities

• Handle customer inquiries through phone calls, live chat, direct messages (DMs), and social media platforms
• Respond promptly and professionally to all incoming customer requests
• Ensure a consistent and high-quality customer experience across all communication channels
• Manage and resolve customer complaints efficiently and professionally
• Handle angry or dissatisfied customers with patience, empathy, and effective communication
• De-escalate situations and provide appropriate solutions aligned with company policies
• Follow established customer service playbooks, quality guidelines, and standard operating procedures (SOPs)
• Ensure all responses and actions align with company tone, policies, and service standards
• Maintain consistency in communication and case handling
• Accurately categorize and log customer interactions
• Maintain proper records of conversations, issues, and resolutions
• Escalate complex cases when necessary according to defined workflows
• Maintain high response quality and professionalism in all interactions
• Meet defined KPIs such as response time, resolution time, and customer satisfaction
• Continuously improve performance based on feedback and quality reviews

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Required Skills & Qualifications

• Fluent in English (spoken and written)
• Minimum 3 years of experience in Customer Service or Customer Support roles
• Strong communication and interpersonal skills
• High emotional intelligence and ability to handle difficult or angry customers
• Problem-solving mindset with a focus on customer satisfaction
• Ability to multitask and manage multiple conversations across channels

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Technical Skills

• Proficient in using CRM systems, ticketing tools, or customer support platforms
• Comfortable managing conversations across phone, chat, and social media
• Familiar with tracking tools such as Google Sheets or internal dashboards
• Ability to follow structured workflows and documentation systems (playbooks, SOPs, knowledge bases)