Overview
Customer Service Specialist Jobs in Jeddah, Makkah, Saudi Arabia at Ghithaa | غِذاء
Title: Customer Service Specialist
Company: Ghithaa | غِذاء
Location: Jeddah, Makkah, Saudi Arabia
Role Overview:
We are looking to hire a Customer Service Agent with strong experience in handling customer interactions across multiple channels. The ideal candidate should be professional, empathetic, solution-oriented, and capable of maintaining high service quality while following structured playbooks and procedures.
Key Responsibilities:
- Handle customer inquiries through phone calls, live chat, direct messages (DMs), and social media platforms
- Respond promptly and professionally to all incoming customer requests
- Ensure a consistent and high-quality customer experience across all communication channels
- Manage and resolve customer complaints efficiently and professionally
- Handle angry or dissatisfied customers with patience, empathy, and effective communication
- De-escalate situations and provide appropriate solutions aligned with company policies
- Follow established customer service playbooks, quality guidelines, and standard operating procedures (SOPs)
- Ensure all responses and actions align with company tone, policies, and service standards
- Maintain consistency in communication and case handling
- Accurately categorize and log customer interactions
- Maintain proper records of conversations, issues, and resolutions
- Escalate complex cases when necessary according to defined workflows
- Maintain high response quality and professionalism in all interactions
- Meet defined KPIs such as response time, resolution time, and customer satisfaction
- Continuously improve performance based on feedback and quality reviews
Required Skills & Qualifications:
- Fluent in English (spoken and written)
- Minimum 1 year of experience in Customer Service or Customer Support roles
- Strong communication and interpersonal skills
- High emotional intelligence and ability to handle difficult or angry customers
- Problem-solving mindset with a focus on customer satisfaction
- Ability to multitask and manage multiple conversations across channels
Technical Skills:
- Proficient in using CRM systems, ticketing tools, or customer support platforms
- Comfortable managing conversations across phone, chat, and social media
- Familiar with tracking tools such as Google Sheets or internal dashboards
- Ability to follow structured workflows and documentation systems (playbooks, SOPs, knowledge bases)
