Customer Service Specialist – Support & Ticket Management

About the role

We are looking for a proactive Customer Service Specialist to join Takamol Holding’s support team in Saudi Arabia. You will be the first point of contact for customers across multiple channels, ensuring timely and accurate resolution of inquiries while maintaining high satisfaction scores.

Key responsibilities

• Manage high volumes of inbound inquiries via email, chat, phone, and ticketing systems.
• Open, track, and close support tickets in accordance with SLA targets, monitoring FRT, CSAT, accuracy, and resolution rates.
• Identify customer needs, provide precise information, and achieve issue resolution.
• Escalate complex technical problems to the engineering team and follow up until closure.
• Document all interactions, transactions, and complaints in the CRM system.
• Analyze recurring issues and propose improvements to the knowledge base and customer journey.
• Adhere to communication guidelines to ensure brand consistency and service quality.

Required profile

• 3–5 years of experience in customer support, contact centre, or client‑facing roles.
• Bachelor’s degree in Business Administration, Communications, or a related field.

Required skills

• Proficiency with ticketing platforms such as Zendesk, Freshdesk, or Zoho.
• Experience using Salesforce CRM.
• Strong ability to navigate and document in CRM systems.