Serve as the main point of contact for assigned clients, managing all communication and inquiries.
Develop a deep understanding of each client's contract with the company, scope of services, business needs, objectives, and challenges.
Proactively identify opportunities to exceed client expectations and recommend solutions that drive value.
Ensure adherence to agreed service levels.
Build strong relationships with key client stakeholders at all levels.
Collaborate effectively with internal teams (sales, accounts, formations, operations) to ensure seamless client experience.
Preparation & distribution of reports as agreed & scheduled with the client.
Develop and maintain accurate client records and account information.
Deliver exceptional customer service via phone, email, and other designated channels.
Actively listen to customer inquiries and complaints to understand their needs.
Effectively troubleshoot and resolve a wide range of customer issues.
Escalate complex issues & complaints immediately to the manager for issue resolution.
Maintain a deep understanding of our products, processes & systems to provide accurate information.
Maintain a positive and professional work environment, fostering teamwork and collaboration within the customer service team.
Ensure adherence to company policies and procedures.

Requirements

Minimum 5+ years of experience in customer services.
Excellent communication, presentation, and negotiation skills – Fluent in English & Arabic – Speaking & writing, both.
Ability to build strong relationships with clients at all levels.
Strategic thinking and problem-solving skills.
Proactive, self-motivated, and results-oriented with a strong work ethic.
Ability to work independently and manage multiple tasks effectively in a fast-paced environment.
Proficient in Microsoft Office Suite and customer service software.

Customer Service– Employee Services