Customer Service Executive; Saudi National; Maternity cover

• Contract

Tahaluf is the largest B2B live and on-demand events organiser in Saudi Arabia by space, attendance, colleagues, and revenue. It is a joint venture between Informa PLC, the Saudi Federation for Cybersecurity, Programming and Drones (SAFCSP), and the Events Investment Fund (EIF).

Tahaluf is bold, visionary, and determined to make an impact. Our team fosters a culture of collaboration, creativity, and a little fun, here teamwork rules and work feels as exciting as the events we create. Scaling at this pace also requires exceptional local partners, and Tahaluf is proud to work with a range of government and non-government organisations at the forefront of Saudi Arabia’s B2B and B2C large-scale events scene.

Be part of something BIG with Tahaluf’s series of record-breaking events: LEAP and Cityscape - the largest events in the world in their respective fields of tech and real estate;
Black Hat MEA - a Guinness World Record holder for the largest CTF competition during the event; CPHI Middle East - the largest pharma debut event in history, to name just a few. Tahaluf is making a huge impact on the global events sector.

Join our ambitious and highly committed team, unafraid to push boundaries and disrupt the status quo. From day one, you’ll dive into large-scale projects under the guidance of a supportive leadership team that will encourage your personal development and open doors to new opportunities.

The Customer Service team is the main point of contact for all after-sales queries across our event portfolio, supporting exhibitors, visitors and internal event teams. We work both reactively and proactively, taking ownership of customer queries from first contact through to resolution.

The post-holder will support the Customer Service Team Leader and Customer Service Manager in the day-to-day delivery of Customer Service across an assigned portfolio of events. They will work closely with our outsourced contact centre partner, internal event teams and customers to ensure queries are resolved within departmental SLAs and events are operationally ready from a Customer Service perspective.

The role also supports customer escalations, service reporting, quality assurance and continuous improvement. We are looking for someone who is equally comfortable resolving a complex exhibitor issue, coordinating with internal stakeholders and analysing customer service data to identify opportunities for improvement.

• Act as a Customer Service Subject Matter Expert for an assigned portfolio of events, supporting the Team Leader to ensure queries are answered, followed up and resolved within departmental SLAs.
• Support operational readiness across assigned events, ensuring FAQs, knowledge base content and key information are in place and current for the outsourced contact centre partner across telephone, email, live chat and Whats App.
• Monitor incoming queues and support the Team Leader with workload coordination across channels, highlighting backlogs, SLA risks and areas requiring intervention.
• Handle customer escalations assigned by the Team Leader or raised by the outsourced contact centre partner, coordinating with internal teams through to resolution.
• Proactively follow up and unblock responses from internal teams required to resolve customer enquiries within SLA.
• For exhibitors: support show preparation, explain the Exhibitor Manual, coordinate resolution of queries, and support Exhibitor Manual approvals and CX Portal requests.
• For visitors: support understanding of the event website, registration journey and event attendance.
• Provide first-line technical…