Customer Service Representative

3 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Global Blue Full time

This person will be responsible for answering customers´ inquiries in foreign languages according to company standards and will work as a part of the Customer Service Team. Customer Service Representative is expected to be focused on Customer Services´ KPIs and deliver a high performance with focus in high quality.

Key responsibilities

  • Communication with customers in written and via phone with defined SLA (response time) and quality standards
  • Keeping records of customer´s interaction and contacts
  • Researching required information using internal systems and resources
  • Communication and coordination with CS Team members, internal departments, and GB offices
  • Following-up in customer inquiries not immediately resolved
  • Identifying and escalating priority issues
  • Recommending process improvements
  • Duties and responsibilities can be changed after arrangement
  • Providing customers with correct and complete information
  • Ensuring maintaining of KPIs and SLAs
  • Ensuring the contact logging software is correctly used to allow reports and analysis
  • Maintaining internal rules

Qualifications

  • Secondary education degree or University degree (Bc/MA)
  • Fluent knowledge of English (intermediate / upper-intermediate, both written and spoken)
  • Fluent knowledge of 2nd foreign language (upper-intermediate, both written and spoken)
  • PC literate with experience with MS Office
  • Previous experience in Customer Service is an advantage (international environment is a significant advantage)
  • Customer oriented
  • Attention to detail and accuracy
  • Enjoys a fast paced, ever-changing environment
  • Team player
  • Good analytical skills, focused on problem solving
  • Ability to handle stress
  • Multi-tasking
  • Experience with Salesforce
Seniority level

Entry level

Employment type

Full-time

Job function

Customer Service

Industries

Technology, Information and Media

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