Customer Service Specialist

The Customer Service Specialist serves as the primary point of contact connecting service seekers, service providers, internal departments, and the technical team. The role supports users, helps service providers manage their operations, and coordinates the reporting and resolution of system issues to ensure a smooth and reliable platform experience.

Customer Service Specialist Job Summary

The Customer Service Specialist serves as the primary point of contact connecting service seekers, service providers, internal departments, and the technical team. The role supports users, helps service providers manage their operations, and coordinates the reporting and resolution of system issues to ensure a smooth and reliable platform experience.

• Respond to service seeker inquiries through live chat, email, and phone in a timely and comprehensive manner.
• Maintain and update service seeker account details, review order histories, and resolve obstacles that may prevent transactions from being completed.
• Guide new users in navigating the platform and making effective use of its features and services.
• Receive, classify, and resolve service-related complaints in accordance with approved Service Level Agreements (SLAs).
• Mediate and help resolve operational or financial disputes between service seekers and providers.
• Support VIP client requirements and joint contracts in coordination with the Account Management team.

• Contact prospective service providers to introduce the platform, recruit them, and encourage them to join.
• Manage all stages of the approved service provider onboarding process.
• Train service providers to use the platform dashboard, list and price their services, and manage orders.
• Follow up with service providers to address delays and improve the speed and quality of service delivery.
• Monitor provider performance and compliance with platform policies and quality standards.

• Coordinate the daily flow of information between clients, service providers, and internal departments, including Technology and Finance.
• Work with Finance to track invoices and reconcile outstanding payments and transactions between parties.
• Identify, log, and document technical bugs and system issues reported by platform users.
• Escalate issues to the Technical Support team and follow up on fixes until tickets are closed.
• Participate in User Acceptance Testing (UAT) for new features and technical improvements before release.
• Inform platform stakeholders about scheduled updates and maintenance windows.

• Prepare periodic management reports covering key performance indicators (KPIs), ticket resolution rates, and user satisfaction.
• Identify recurring service or operational issues and communicate them to the relevant teams for follow-up.

• Saudi nationality.
• Bachelor’s degree or a relevant academic qualification.
• Excellent command of English.
• At least an intermediate level of Urdu is preferred.
• At least one year of experience in customer service, digital platform operations, or account management, with prior experience in the logistics sector.
• Experience onboarding vendors or service providers, managing onboarding workflows, and providing platform training.
• Understanding of digital platform operations and the ability to identify, document, and report system bugs accurately.
• Strong written and verbal communication skills in Arabic and English.
• Strong follow-up skills and the ability to coordinate effectively with relevant stakeholders.
• Strong problem-solving skills, including the ability to resolve operational and financial disputes.
• Leadership skills and the ability to…