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Customer Service Coordinator
Riyadh Customer Success – Technical Support / Full-Time / On-site Rewaa is on a mission to revolutionise retail! Our cutting-edge SaaS platform empowers retailers to move and grow faster. We provide innovative solutions for point-of-sale, inventory management, omnichannel integrations, tax and accounting, and reporting, all delivered on a single screen with our lightning-fast, robust hardware. With over 10,000+ customers and an ambitious trajectory toward global expansion, there's never been a better time to join Rewaa!
The Customer Service Coordinator role focuses on following up with clients and technical support teams to ensure high-quality service delivery and efficient problem resolution. The role involves continuous client follow-ups to ensure their satisfaction, as well as coordinating with the team to ensure smooth workflows and meeting clients' needs in a timely manner.
Key Responsibilities
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Client Follow-Up:
- Actively follow up with clients after every interaction to ensure they are satisfied with the provided solutions and that all issues are fully addressed. - Follow up on open issues and work to expedite their resolution through continuous communication with clients, providing periodic updates on the status of requests or inquiries. - Identify any issues that may need escalation and ensure clients receive the necessary support in a timely manner. +
Follow-Up with the Technical Support Team:
- Coordinate with the technical support team to ensure technical issues are resolved quickly and effectively, and follow up on the progress of issue resolution. - Ensure that all escalated issues are addressed by the technical team within the specified time frames. - Follow up on ticket statuses with the technical team to ensure that any pending issues are handled promptly and properly. +
Ensuring Client Satisfaction:
- Ensure client satisfaction by regularly following up after each interaction or issue resolution. - Collect client feedback on a periodic basis and share it with relevant teams to continuously improve service quality. +
Case Management:
- Monitor open cases to ensure no inquiry or issue is overlooked by the team. - Accurately update records to track client cases and ensure proper documentation of all interactions with clients and the team. +
Achieving Performance Goals:
- Track response times and compare performance against established goals (e.g., minimum response time, customer satisfaction scores) to ensure compliance with standards. - Collaborate with the team to ensure that performance metrics (KPIs) related to response and issue resolution times are met in a timely manner. +
Reporting:
- Provide regular reports on the status of client follow-ups and technical support team progress, and provide insights on recurring issues or areas that need improvement. - Offer recommendations for process improvements based on data collected during follow-up activities. +
Effective Communication:
- Provide consistent updates to clients regarding the progress of issue resolution, including expected timeframes. - Ensure effective communication with all technical team members to ensure they fully understand the case details and client expectations.
Requirements and Qualifications
+ Education: A degree or diploma in Business Administration, Communications, or a related field is preferred.
+ Experience: At least 1-2 years of experience in customer service or team coordination, with a focus on follow-up with both teams and clients.
+ Excellent verbal and written communication skills, with the ability to communicate effectively with both clients and the technical support team.
+ Strong organizational skills with the ability to manage multiple cases and tasks simultaneously.
+ Proficiency in using Customer Relationship Management (CRM) tools and ticketing systems such as Zendesk, Freshdesk, and Intercom, or similar platforms.
+ Ability to manage complex cases effectively and ensure continuous follow-up with all parties involved.
+ Strong problem-solving skills and the ability to handle pending cases with flexibility.
