Customer Service Advisor (Arabic/English) Saudi Arabia- Riyadh

Role Overview

Customer Service Advisor (Arabic/English) at Concentrix in Riyadh, Saudi Arabia. The Advisor I, Customer Service position interfaces with customers via inbound calls, outbound calls, or through Internet-based channels depending upon client requirements. This position provides customer service support and resolution of routine problems regarding the client's products or services.

Role Purpose

Ensure that customer service delivered meets key performance indicators while engaging professionally and courteously with customers to understand their requirements, provide appropriate solutions, and build lasting relationships.

Key Responsibilities

Customer Interaction

• Greet customers in a courteous, friendly, and professional manner using agreed procedures.
• Listen attentively to customer needs and concerns; demonstrate empathy while identifying opportunities to build customer relationships.
• Respond to customer inquiries by referring to published materials, secondary sources, or engaging relevant colleagues.
• Communicate with customers via inbound calls, outbound calls, or Internet-based channels according to client requirements.

Problem Resolution & Support

• Clarify customer requirements; investigate to achieve complete understanding, and use support tools and resources to make appropriate decisions and deliver solutions.
• Resolve routine problems related to client products or services.
• Continue to acquire knowledge regarding client products or services.

Documentation & Compliance

• Complete tasks fully and accurately, including account documentation as required.
• Track, document, and retrieve information in call tracking databases.
• Ensure service delivery meets key performance indicators.

Service Enhancement

• Participate in activities designed to improve customer satisfaction and work performance.
• Cross-sell and upsell additional products and services.

Qualifications & Experience

• Bachelor's degree or diploma preferred.
• Three to six months of relevant experience preferred.

Skills & Competencies

• Strong computer system skills.
• Effective written and verbal communication abilities.
• Reliability and strong attention to detail.
• Ability to perform multiple tasks within a fast-changing environment, including the capability to adapt quickly to changes.
• Tolerance for repetitive work in a fast-paced environment.
• Ability to work both as part of a team and independently.
• Patience in all customer interactions and communications while maintaining professional and courteous tone and behavior.
• Tact and clarity in communication methods.
• Core competency with basic skills required to perform routine tasks within simple processes and readiness to acquire program or product-specific knowledge.

Additional Information

• Full-time position.
• Ability to work shift patterns as required.
• Location: SAU Riyadh, Sulaiman Al Hamdan Street, Sulaimaniya, Riyadh 11551, PO Box 42589.
• Fluency in Arabic and English required.
• Additional skills and experience may be required based on specific location and program requirements.
• Concentrix is an equal opportunity employer and evaluates qualified applicants regardless of race, color, religion, sex, national origin, age, sexual orientation, identity, disability status, or any other legally protected characteristic.