Customer Care Officer - Call Center Services

Customer Care Officer
- Call Center Services

Job Snapshot

Role:
Customer Care Officer
- Call Center Services

Location:

Riyadh, Saudi Arabia

Industry: Retail

Function:
Call Center

Experience:

Minimum 1 year

Job Type: Full-time

Country:
Saudi Arabia

City:
Riyadh

Industry: Retail

Function:
Call Center

Salary:  Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer.

Gender: Any Candidate Nationality:
Any Job Type: Full-time

The Customer Care Officer serves as an important connection between customers and Majid Al Futtaim Retail, helping ensure questions and service issues are handled accurately, professionally, and without unnecessary delay. Working within the call center environment, the officer will provide practical guidance, address routine complaints, explain relevant service procedures, and assist customers with eligible exchanges or refunds. Effective performance contributes to customer satisfaction, service consistency, issue resolution, and continued confidence in the retail experience.

• Handle day-to-day customer care activities through the call center while maintaining professional service standards.
• Respond clearly and courteously to customer questions regarding products, services, transactions, and applicable retail procedures.
• Provide customers with accurate guidance and direct them toward appropriate solutions when assistance is required.
• Resolve basic complaints within assigned authority and escal
• Assist customers with exchange and refund requests when applicable and ensure established procedures are followed.
• Listen carefully to customer concerns, identify the underlying issue, and provide practical solutions whenever possible.
• Maintain consistency and accuracy when communicating company procedures and service requirements.
• Follow approved customer care guidelines to support a reliable experience across every interaction.
• Coordinate with relevant internal teams when customer issues require additional investigation or operational support.
• Maintain appropriate records of customer interactions, requests, complaints, and resolutions in accordance with internal processes.
• Identify recurring customer concerns and communicate relevant observations that may help improve service delivery.
• Participate in professional development activities designed to strengthen customer service, communication, and technical capabilities.
• Follow Majid Al Futtaim Retail Human Capital policies, corporate procedures, operating instructions, and service standards.

The preferred candidate should hold a bachelor 's degree in a related field and have at least 1 year of practical call center experience. Previous exposure to customer service within Retail, consumer services, contact centers, or another customer-facing environment would be valuable. Candidates should be comfortable handling customer questions and complaints while remaining professional and solution-focused. Strong verbal communication and problem-solving abilities are essential.

Proficiency in English is required, together with the ability to understand customer needs, explain procedures clearly, and maintain service quality during challenging interactions.

• Call center operations
• Customer care
• Customer service
• Complaint resolution
• Customer inquiry handling
• Exchange and refund support
• Telephone communication
• Customer guidance
• Problem solving
• Service recovery
• Complaint escalation
• Customer interaction management
• Retail customer support
• Service procedure compliance
• Customer issue documentation
• Internal coordination
• English communication
• Active listening
• Customer satisfaction
• Contact center service standards

Customer care plays an important role in modern Retail…