Job Purpose
The Customer Service Officer (CSO) is the primary point of contact between the organization and its clients. This role is responsible for handling inquiries, resolving complaints, and ensuring a high level of customer satisfaction. The CSO supports day-to-day operations by managing communication channels, coordinating with internal departments, and maintaining accurate records. A successful candidate will possess strong communication and problem-solving skills, demonstrate attention to detail, and be committed to delivering exceptional service in a fast-paced environment.
Key Responsibilities
- Serve the customer in all its queries and requirements; Inform them of any shortcomings based on initial conditions (cost, delay, etc.)
- Coordinate internally and/or respond to customer queries related to shipment
- Monitor shipment according to customer status and track and trace upon delivery
- Maintain daily, weekly and monthly reports/dashboards for stakeholders
- Participate in the promotion of relevant products or services when talking to customers
- Contact customers and manage/coordinate system modifications when needed
- Give guidelines and support booking or VIP/Special desk teams on all topics (process, dispute, customer profiles, etc) if applicable
Requirements
- Bachelor’s degree preferred, ideally from an Engineering or any other relevant field, obtained from a recognized Government University
- Minimum of 3-5 years of experience in a similar role
- Excellent verbal and written communication skills in (English and Arabic)
- Strong organizational skills with the ability to multitask and prioritize effectively
- High level of discretion and professionalism in handling sensitive information
- Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and virtual meeting tools
- Strong attention to detail and problem-solving abilities
- Flexibility, adaptability, and the ability to work under pressure in a fast-paced environment
- Trustworthy, proactive, and committed to excellence in service delivery
- Proficiency in Microsoft Office Suite, CRM tools, and digital sales platforms
- Excellent communication skills to effectively coordinate between internal teams and customers
- Strong problem-solving skills, particularly in troubleshooting digitalization queries
- Ability to thrive in a fast-paced environment while maintaining attention to detail and meeting deadlines
*Only applicants meeting the strict criteria outlined above will be contacted as part of the shortlisting process.