Customer Service Agent

7 days ago

Riyadh, Saudi Arabia Urban Company Full time

**About Urban Company -**

**ONLY FOR SAUDI NATIONALS**

Urban Company is a fulfillment-led marketplace for home services. We believe we are changing the way the world experiences home services. Whether it is home cleaning, handymen, flatpack furniture assembly, gardening, or any other home service, our promise to consumers is quality services, at a fixed price and at a time convenient for you. Launched in November 2014, Urban Company (formerly UrbanClap) has built a network of 25,000+ trained service professionals and served over 3 million customers across major metropolitan cities of India and UAE. After a successful launch in the UAE (Dubai and Abu Dhabi) market, we launched operations in Australia and Singapore in early 2020.

**The scale of Operations -**

Urban Company serves approximately 800,000 customers every month, for a variety of their home service needs. It is present in all major metropolitan cities of India, Dubai and Abu Dhabi, Singapore, and Australia (Sydney only). The company has an annual GMV run-rate of approximately AUD 250 million, and a revenue run-rate of approximately AUD 50 million annualized (80%+ contribution margin). The business is growing rapidly, scaling at 3x YoY, supported by a strong balance sheet and a clear path to profitability.

**Job Responsibilities -**
- Manage all incoming and outbound calls.
- Identify and assess customers' needs to achieve satisfaction.
- Build sustainable relationships and trust with the customer through open and interactive communication.
- Provide accurate, valid, and complete information by using the right methods/tools.
- Support category leads team to bring about solutions in the daily operational tasks.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions(wrap codes and notes), process customer accounts, and file documents.
- Follow communication procedures, guidelines, and policies.
- Take the extra mile to engage customers on other offerings and upcoming promotions.
- You will work on the hardest problems across our customer and partner base to ensure maximum resolutions at high satisfaction in minimum time by structurally solving bad experiences.
- Converting bad experiences to positive outcomes is the highest priority in this role.
- Work on job fulfillment to minimize bad customer experience.

**Job Types**: Full-time, Permanent

**Salary**: ﷼4,000.00 - ﷼6,000.00 per month

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