Customer Service Executive – Maternity Cover, 7 Month Contract

This is a fully remote position, open to applicants in Saudi Arabia.

📋 Description

• Serve as a Customer Service Subject Matter Expert for a designated set of events

• Ensure that customer inquiries are addressed, followed up on, and resolved within departmental service level agreements (SLAs)

• Maintain FAQs, knowledge base content, and essential information for the outsourced contact center

• Oversee incoming queues and assist in coordinating workload across telephone, email, live chat, and WhatsApp

• Manage customer escalations and work with internal teams to facilitate resolutions

• Assist exhibitors with show preparation, inquiries regarding the Exhibitor Manual, and requests related to the CX Portal

• Aid visitors with the event website, registration process, and event participation

• Provide first-line technical assistance for exhibitor portals, registration systems, catalog data, and lead generation tools

• Ensure accurate records of customer and case information in Salesforce Service Cloud and other internal systems

• Support onsite customer service operations during exhibitions and events

• Take part in event planning and readiness discussions

• Contribute to integrated customer communication strategies and event preparedness

• Recognize recurring customer challenges and propose enhancements in processes, platforms, communication, and customer journeys

• Stand in for the Team Leader during agreed-upon operational tasks

• Prepare and assist with the monthly CX performance reporting

• Analyze case data, contact reasons, and service performance metrics

• Maintain case classification systems across Salesforce and telephony platforms

• Conduct quality assurance assessments on calls, emails, WhatsApp, and live chat interactions

• Identify quality, knowledge, and training deficiencies and help implement corrective measures

• Present findings and suggestions for ongoing service enhancement

⛳️ Requirements

• Saudi National

• Experience in customer service, preferably in a dynamic, multi-channel service environment

• Proven track record in managing customer inquiries, complaints, and escalations to resolution

• Proficient in both Arabic and English, with strong written and verbal communication skills

• Familiarity with Salesforce Service Cloud or a similar CRM and case management system

• Ability to thrive in a fast-paced setting with changing priorities and strict event deadlines

• Capable of taking ownership of assigned tasks while collaborating within a broader team framework

• Strong Excel skills, including proficiency with pivot tables, lookup and reference functions, data cleansing, and working with various data sources

• Experience in creating or contributing to operational reports and dashboards

• Knowledge of CRM or service-platform reporting tools

• Experience in quality assurance, call monitoring, or service quality assessments

• Exceptional attention to detail and the ability to spot recurring issues and areas for improvement

• Experience collaborating with or working alongside an outsourced contact center partner is a plus

• Background in B2B exhibitions, conferences, or large-scale live events is preferred

• Knowledge of telephony and IVR platforms, such as Genesys, is advantageous

• No relocation or sponsorship support available

🏝️ Benefits

• Option for remote work

• 7-month contract opportunity

• Supportive leadership and opportunities for personal development

• Inclusive environment for individuals with disabilities

• Assistance and adjustments during the interview or selection process as needed