Customer Service Specialist; Remote
Saudi Arabia
Listed on 2026-01-06
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Customer Service/HelpDesk
HelpDesk/Support, Technical Support
Customer Service Specialist (Remote - Only in Saudi Arabia)
Rekaz is a SaaS platform built for service businesses to manage bookings, subscriptions, and customer relationships in one place. We help small and medium-sized businesses run their operations smoothly with tools for scheduling, payments, and client‑facing experiences like online booking and subscription management. Our mission is to empower businesses with seamless, efficient, and scalable solutions tailored to the Saudi market.
Role SummaryWe’re hiring a Remote Customer Service Agent to help our merchants get fast, clear support and feel taken care of. You’ll handle inbound tickets/chats, troubleshoot issues, guide users through the product, and escalated right problems to the right teams—without dropping the ball. You’ll be the calm, sharp voice of Rekaz when merchants are stressed, confused, or in a rush.
What You’ll Do (Day‑to‑Day)- Respond to merchant inquiries via chat/Whats App/email and calls when needed.
- Troubleshoot product issues: bookings, subscriptions, payments, invoices, reminders, staff access, etc.
- Educate merchants with simple step‑by‑step guidance (screenshots, short videos, or quick explanations).
- Escalate technical bugs with clear reproduction steps, context, and urgency.
- Track and update tickets accurately (status, priority, tags, merchant details).
- Identify patterns in complaints/questions and share weekly insights to reduce repeated issues.
- Maintain a “merchant‑first” tone: fast, respectful, and practical.
- Fast response time and high resolution rate.
- High satisfaction scores (CSAT) and fewer repeat contacts for the same issue.
- Clean escalations (engineering can act on your bug reports immediately).
- Merchants feeling confident using Rekaz after interacting with you.
- Strong written communication in Arabic
. Basic English reading is helpful. - Comfortable with troubleshooting and learning product flows fast.
- Ability to stay organized while handling multiple conversations/tickets.
- Reliable internet + a quiet remote working setup.
- Comfortable working in shifts (if needed).
- Experience with Intercom / Crisp / Zendesk / Freshdesk or similar.
- Experience supporting SMBs (gyms, salons, home services, etc.).
- Basic understanding of payments, invoicing, subscriptions, and booking systems.
- Experience writing help center articles or internal support documentation.
- Fully remote.
- Shift‑based coverage may apply (we’ll define working hours based on support load).
- Reports to:
Customer Support Lead / Operations.
- Work with a fast‑growing product used by real businesses daily.
- Clear playbooks and training.
- Direct feedback loop with product/engineering (your insights matter).
- Competitive compensation (based on experience) + performance incentives (if applicable).
Seniority level:
Entry level
Employment type:
Full‑time
Industry: IT System Custom Software Development
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