Customer Care Agent - Retail Customer Service

Customer Care Agent
- Retail Customer Service Job Snapshot
- Role:
Officer
- Customer Care Agent

- Location:

Riyadh, Saudi Arabia
- Industry: Retail
- Function:
Customer Support-Client Care

- Experience:

1-2 years
- Job Type: Full Time
- Work Arrangement:
On-site

Role Overview Majid Al Futtaim Retail is seeking a Customer Care Agent to join its Head Office operations in Riyadh, Saudi Arabia. The role focuses on providing professional, timely, and effective customer support across multiple communication channels. The Customer Care Agent will handle customer inquiries, requests, complaints, and feedback through telephone calls, email, live chat, social media, and customer care systems.

The position requires a customer-focused approach to resolving concerns, providing accurate information, and maintaining positive customer relationships. Working closely with internal departments, the successful candidate will manage customer cases, coordinate resolutions, maintain accurate interaction records, and support the achievement of service quality and customer satisfaction targets.

• Country:
  Saudi Arabia
• City:
  Riyadh
• Industry: Retail
• Function:
  Customer Support-Client Care
• Salary:
  Not disclosed
• Gender: No Preference
• Candidate Nationality:
  Not specified
• Job Type: Full Time
• Work Arrangement:
  On-site

• Handle inbound and outbound customer interactions through approved communication channels.
• Respond professionally to customer inquiries, requests, complaints, and feedback.
• Provide accurate and relevant information to address customer questions and concerns.
• Maintain clear, courteous, and effective communication during every customer interaction.
• Deliver timely responses in accordance with established customer service procedures.
• Support a positive customer experience through attentive and solution-focused service.
• Maintain a professional approach when handling challenging customer situations.

• Manage customer interactions through telephone calls, email, live chat, and social media.
• Use approved customer care systems to process inquiries and service requests.
• Maintain consistent service standards across different communication channels.
• Ensure customer information and responses are accurate and appropriately documented.
• Follow established procedures when responding to customer concerns through digital and telephone channels.
• Coordinate follow-up communication when additional information or action is required.

• Receive and assess customer complaints to understand the nature of each concern.
• Provide appropriate assistance and support the timely resolution of customer issues.
• Process customer complaints and service requests according to established procedures.
• Follow up on unresolved cases to support effective customer care.
• Identify complex or sensitive issues requiring additional attention.
• Escalate cases to the appropriate internal teams when necessary.
• Maintain professional communication with customers throughout the resolution process.
• Support customer satisfaction by ensuring concerns are addressed accurately and efficiently.

• Create and maintain accurate customer case records within the Customer Care System.
• Document customer inquiries, complaints, requests, and relevant follow-up actions.
• Process customer service cases and coordinate required actions.
• Support the handling and follow-up of refund requests in accordance with applicable procedures.
• Monitor assigned customer cases and maintain visibility of outstanding issues.
• Update case information as new details or resolutions become available.
• Ensure customer interactions are recorded clearly to support effective case management.

• Collaborate with internal departments to resolve customer inquiries and complaints.
• Communicate relevant customer concerns to responsible teams.
• Coordinate follow-up activities for cases requiring additional investigation or action.
• Escalate complex, unresolved, or sensitive customer matters through appropriate channels.
• Maintain clear communication with colleagues regarding case progress and resolution requirements.
• Support efficient cooperation between customer care and other business functions.

• Follow established customer service standards and operating procedures.
• Work toward assigned customer satisfaction and operational performance targets.
• Maintain accuracy, professionalism, and consistency…