Customer Care Officer

Handle incoming and outgoing customer calls to provide support and assistance.

Respond to customer inquiries and complaints through calls, emails, and the ticketing system.

Manage and follow up on customer tickets in a timely manner using systems such as Freshdesk.

Handle and follow up on SAMA complaints according to internal procedures and regulatory requirements.

Work closely with other departments to resolve customer issues efficiently and ensure high service quality.

Escalate complex or critical issues to the relevant teams or supervisors when required.

Maintain accurate records of all customer interactions in the system.

Ensure a high level of customer satisfaction and contribute to achieving SLA and KPI targets.

Key Responsibilities:

• Handle incoming and outgoing customer calls to provide support and assistance.
• Respond to customer inquiries and complaints through calls, emails, and the ticketing system.
• Manage and follow up on customer tickets in a timely manner using systems such as Freshdesk.
• Handle and follow up on SAMA complaints according to internal procedures and regulatory requirements.
• Work closely with other departments to resolve customer issues efficiently and ensure high service quality.
• Escalate complex or critical issues to the relevant teams or supervisors when required.
• Maintain accurate records of all customer interactions in the system.
• Ensure a high level of customer satisfaction and contribute to achieving SLA and KPI targets.br> br>

Qualifications:

• Minimum 2 years of experience in Customer Service or Call Center operations.
• Strong understanding of customer care techniques and strategies
• Outstanding communication and interpersonal skills
• Proficiency in relevant computer applications
• Experience in SAMA and related SLA and KPI
• BSc degree and English language is a must