Customer Service Representative

About the role

We're looking for a dedicated and empathetic Customer Service Representative to join our team in Riyadh, Saudi Arabia. In this role, you'll be the voice of our organization, delivering exceptional support to customers while building lasting relationships and creating positive experiences.

As a Customer Service Representative, you'll handle customer inquiries, resolve concerns, and provide knowledgeable guidance with professionalism and care. This is an excellent opportunity for someone who is passionate about helping others, solving problems efficiently, and making a meaningful impact on every customer interaction.

Answer incoming customer calls and inquiries with professionalism, patience, and genuine empathy, ensuring each customer feels heard and valued Listen carefully to customer concerns and questions, taking ownership of issues and working toward effective resolutions Research customer concerns using internal systems, reference materials, and available resources to identify accurate and appropriate solutions Provide clear, easy-to-understand explanations of processes, policies, and next steps, adapting your communication style to meet individual customer needs Document customer interactions accurately and consistently, maintaining detailed records in accordance with established procedures and protocols Identify and escalate complex or sensitive concerns through proper channels while maintaining ownership of the customer experience Collaborate with team members and other departments to coordinate support and facilitate successful customer outcomes Demonstrate active listening and emotional intelligence when interacting with frustrated, confused, or upset customers, maintaining composure and professionalism Navigate multiple software applications and systems simultaneously while actively listening, documenting information, and communicating solutions Recognize opportunities to enhance the customer experience and go beyond expectations to ensure customer satisfaction Maintain excellent attendance and punctuality to provide reliable and consistent support to our customers Follow established procedures, quality standards, and organizational policies while remaining flexible and adaptable to changing priorities Continuously seek feedback and demonstrate openness to coaching and performance improvement suggestions Contribute to a positive, inclusive team environment by supporting colleagues and sharing knowledge

Required Qualifications

High School Diploma or equivalent Proven customer service experience in a fast-paced, customer-facing, or phone-based environment Excellent verbal and written communication skills with the ability to articulate information clearly and professionally Strong organizational skills and meticulous attention to detail Demonstrated ability to manage multiple priorities and tasks simultaneously Proficiency with technology and comfort learning new software applications and systems Strong problem-solving and analytical skills with the ability to research information independently Ability to remain calm, professional, and solution-focused when working with challenging or emotional customers Active listening skills and genuine empathy for customer concerns Reliable and accountable with a commitment to consistent performance and attendance Ability to work both independently and collaboratively within a team environment Time management skills and the ability to meet deadlines and performance expectations

Preferred Qualifications

Previous experience in a customer service call center or contact center environment Familiarity with customer relationship management (CRM) systems or similar platforms Experience handling billing inquiries, technical support, or account management Bilingual or multilingual capabilities Knowledge of customer service best practices and industry standards Experience with conflict resolution and de-escalation techniques Demonstrated track record of achieving or exceeding customer satisfaction metrics

Additional Information

We build financial technologies to improve access, process efficiency, and portfolio management. Building on our consumer finance experience and learnings from financial institution partners, in 2023, we transitioned to concentrate fully on two new products, Velex and Atlas.