Customer Service Executive – Maternity Cover, 7 Month Contract
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Job Description
Customer Service Executive supporting exhibitors and visitors for Tahaluf’s major Saudi B2B events. Managing escalations, CRM cases, reporting and service quality remotely.
Responsibilities:
- Act as a Customer Service Subject Matter Expert for an assigned portfolio of events
- Ensure customer queries are answered, followed up and resolved within departmental SLAs
- Maintain FAQs, knowledge base content and key information for the outsourced contact centre
- Monitor incoming queues and support workload coordination across telephone, email, live chat and WhatsApp
- Handle customer escalations and coordinate resolution with internal teams
- Support exhibitors with show preparation, Exhibitor Manual queries and CX Portal requests
- Support visitors with the event website, registration journey and event attendance
- Provide first-line technical support for exhibitor portals, registration platforms, catalogue data and lead generation tools
- Maintain accurate customer and case information in Salesforce Service Cloud and other internal platforms
- Support onsite Customer Service delivery during exhibitions and events
- Participate in event planning and readiness meetings
- Support integrated customer communication plans and event readiness
- Identify recurring customer issues and recommend process, platform, communication and journey improvements
- Deputise for the Team Leader on agreed operational activities
- Prepare and support monthly CX performance reporting
- Analyse case data, contact drivers and service performance
- Maintain case classification taxonomies across Salesforce and telephony platforms
- Conduct quality assurance reviews across calls, emails, WhatsApp and live chat
- Identify quality, knowledge and training gaps and support corrective actions
- Present evidence and recommendations for continuous service improvement
Requirements:
- Saudi National
- Customer service experience, ideally within a fast-paced, multi-channel service environment
- Experience supporting customer enquiries, complaints and escalations through to resolution
- Fluent in Arabic and English, written and spoken
- Experience using Salesforce Service Cloud or a comparable CRM and case management platform
- Comfortable operating in a fast-moving environment with shifting priorities and fixed event deadlines
- Able to take ownership of assigned work while operating within a wider team structure
- Strong Excel capability, including pivot tables, lookup and reference functions, data cleaning and working with multiple data sources
- Experience producing or contributing to operational reports and dashboards
- Experience using CRM or service-platform reporting tools
- Experience participating in quality assurance, call monitoring or service-quality reviews
- Strong attention to detail and ability to identify recurring issues and opportunities for improvement
- Experience working with or alongside an outsourced contact centre partner would be advantageous
- Experience in B2B exhibitions, conferences or large-scale live events is desirable
- Familiarity with telephony and IVR platforms, such as Genesys, is desirable
- No relocation or sponsorship support provided
Benefits:
- Remote work option
- 7-month contract opportunity
- Supportive leadership and personal development opportunities
- Disability-friendly environment
- Interview or selection process support and adjustments when required
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