Customer Service Executive (Saudi National) - Maternity Cover

About the role

Tahaluf, a joint venture between Informa PLC, SAFCSP and the Events Investment Fund, is the largest B2B live and on-demand events organiser in Saudi Arabia. This Customer Service Executive role covers an assigned portfolio of events, supporting the Customer Service Team Leader and Customer Service Manager in day-to-day delivery. The post-holder works with an outsourced contact centre partner, internal event teams and customers so that queries are resolved within SLAs and events are operationally ready from a customer service perspective. The role is a 7-month contract, can be performed remotely, and is open to Saudi nationals.

Key responsibilities

• Act as a subject matter expert for an event portfolio, answering and resolving customer queries within SLAs
• Keep FAQs, knowledge base content and event information current for the contact centre (telephone, email, live chat, WhatsApp)
• Monitor queues, coordinate workload across channels and handle escalations
• Support exhibitors with show preparation, the Exhibitor Manual and the CX Portal, and visitors with the website and registration journey
• Provide first-line technical support for the exhibitor portal, registration platform, catalogue data and lead generation tools
• Maintain customer and case records in Salesforce Service Cloud and support onsite customer service at exhibitions
• Take part in event planning meetings, customer communication plans and event readiness, and depute the Team Leader when needed
• Support monthly CX performance reporting, case analysis and the case classification taxonomy
• Run quality assurance reviews of calls, emails, WhatsApp and live chat and share findings with the Team Leader

Required profile

• Customer service experience, ideally in a fast-paced, multi-channel environment, handling enquiries, complaints and escalations
• Fluent Arabic and English, used daily with customers
• Comfortable in a fast-moving environment with shifting priorities and fixed event deadlines
• Able to take ownership of work within a wider team
• Desirable: B2B exhibition experience, experience with an outsourced contact centre, and previous event readiness or onsite customer service support

Required skills

• Salesforce Service Cloud or a comparable CRM and case management platform
• Strong Excel, including pivot tables, lookup and reference functions, data cleaning and reporting dashboards
• Quality assurance, call monitoring or service-quality review experience
• Desirable: CRM reporting tools, telephony and IVR platforms such as Genesys