Customer Service Executive (Saudi National) - Maternity cover - 7 month contract

Role Overview

Customer Service Executive (Saudi National) – Maternity Cover at Informa Group Plc. This is a 7-month contract role based in Saudi Arabia, available for remote work.

Company Overview

Tahaluf is the largest B2B live and on-demand events organizer in Saudi Arabia by space, attendance, colleagues, and revenue. It is a joint venture between Informa PLC, the Saudi Federation for Cybersecurity, Programming and Drones (SAFCSP), and the Events Investment Fund (EIF). Tahaluf organizes record-breaking events including LEAP and Cityscape—the largest events in the world in their respective fields of tech and real estate—Black Hat MEA, a Guinness World Record holder for the largest CTF competition, and CPHI Middle East, the largest pharma debut event in history. The Customer Service team is the main point of contact for all after-sales queries across the event portfolio, supporting exhibitors, visitors and internal event teams.

Role Purpose

The Customer Service Executive will support the Customer Service Team Leader and Customer Service Manager in day-to-day delivery of customer service across an assigned portfolio of events. The post-holder will work reactively and proactively to resolve customer queries from first contact through to resolution, coordinate with the outsourced contact centre partner and internal event teams, ensure queries are resolved within departmental SLAs, and support customer escalations, service reporting, quality assurance and continuous improvement activities.

Key Responsibilities

Service Delivery and Portfolio Support

• Act as Customer Service Subject Matter Expert for an assigned portfolio of events, supporting the Team Leader to ensure queries are answered, followed up and resolved within departmental SLAs.
• Support operational readiness across assigned events by ensuring FAQs, knowledge base content and key information are in place and current for the outsourced contact centre partner across telephone, email, live chat and WhatsApp channels.
• Monitor incoming queues and support the Team Leader with workload coordination across channels, highlighting backlogs, SLA risks and areas requiring intervention.
• Handle customer escalations assigned by the Team Leader or raised by the outsourced contact centre partner, coordinating with internal teams through to resolution.
• Proactively follow up and unblock responses from internal teams required to resolve customer enquiries within SLA.
• Support exhibitors through show preparation, explain the Exhibitor Manual, coordinate resolution of queries, and support Exhibitor Manual approvals and CX Portal requests.
• Support visitors with understanding of the event website, registration journey and event attendance.
• Provide first-line technical support for customer-facing digital products and platforms, including the exhibitor portal, registration platform, catalogue data and lead generation tools.
• Capture and maintain accurate customer and case information within Salesforce Service Cloud and other internal platforms.
• Support onsite Customer Service delivery and coordination during exhibitions and events.

Stakeholder and Event Team Support

• Build strong relationships with internal event portfolio stakeholders and serve as Customer Service point of contact to support the Team Leader.
• Participate in event planning and readiness meetings to ensure Customer Service requirements and potential customer impacts are identified early.
• Support the development and delivery of integrated customer communication plans.
• Support event readiness and gather feedback on new launches and products.
• Identify recurring customer issues and raise opportunities for improvements to processes, platforms, communications or customer journeys.
• Deputise for the Team Leader on specific operational activities when required and agreed.
• Undertake ad hoc duties as directed by the Customer Service Team Leader or Customer Service Manager.

Reporting, Quality and Continuous Improvement

• Support the preparation of the monthly CX performance reporting pack for Customer Service, including channel SLA performance, volumes by channel and event, contact drivers and outbound campaign outcomes.
• Support analysing case data to identify recurring contact drivers and recommend improvements to FAQs, knowledge content, websites, customer communications or internal processes.
• Support the Team Leader and Customer Service Manager in maintaining the case classification taxonomy, including wrap-up and reason codes across Salesforce and telephony platforms.
• Conduct regular quality assurance reviews across calls, emails, WhatsApp and live chat in line with the department's agreed QA framework.
• Analyse QA results and support in identifying recurring quality, knowledge or training gaps.
• Support the Team Leader and outsourced contact centre partner in implementing corrective actions and service improvements.
• Provide clear evidence of recurring issues, including what is failing, how frequently it occurs and the potential customer or operational impact.
• Share findings and recommendations with the Team Leader and Customer Service Manager to support continuous improvement of the service.

Qualifications & Experience

Essential - Customer Service

• Customer service experience, ideally within a fast-paced, multi-channel service environment.
• Experience supporting customer enquiries, complaints and escalations through to resolution.
• Experience using Salesforce Service Cloud or a comparable CRM and case management platform.
• Experience working with or alongside an outsourced contact centre partner would be advantageous.
• Ability to operate comfortably in a fast-moving environment with shifting priorities and fixed event deadlines.
• Able to take ownership of assigned work while operating within a wider team structure.

Essential - Data and Quality

• Strong Excel capability, including pivot tables, lookup and reference functions, data cleaning and working with multiple data sources.
• Experience producing or contributing to operational reports and dashboards.
• Experience using CRM or service-platform reporting tools.
• Experience participating in quality assurance, call monitoring or service-quality reviews.
• Strong attention to detail and the ability to identify recurring issues and opportunities for improvement.

Desirable

• Experience in B2B exhibitions, conferences or large-scale live events.
• Experience working with an outsourced or offshore contact centre partner.
• Experience with Salesforce Service Cloud.
• Familiarity with telephony and IVR platforms, such as Genesys.
• Previous experience supporting event readiness, customer communications or onsite Customer Service operations.

Skills & Competencies

• Fluent in Arabic and English, written and spoken (both languages used daily with customers).
• Multi-channel customer service delivery.
• Escalation management.
• Data analysis and reporting.
• Quality assurance and continuous improvement.
• Salesforce Service Cloud or comparable CRM platform proficiency.
• Strong organizational and time-management skills.
• Stakeholder relationship building.
• Problem-solving and ownership mindset.

Additional Information

This is a 7-month contract role covering maternity leave.

The role can be performed remotely.

Relocation or sponsorship support is not available.

Tahaluf welcomes applicants from all backgrounds and circumstances and bases hiring decisions on relevant qualifications and merit. The organization is proud to provide a disability-friendly environment. Applicants requiring support or adjustments to participate in interview or selection processes should make this known.