Customer Support

• Act as a Customer Service Subject Matter Expert for an assigned portfolio of events
• Ensure customer queries are answered, followed up and resolved within departmental SLAs
• Maintain FAQs, knowledge base content and key information for the outsourced contact centre
• Monitor incoming queues and support workload coordination across telephone, email, live chat and WhatsApp
• Handle customer escalations and coordinate resolution with internal teams
• Support exhibitors with show preparation, Exhibitor Manual queries and CX Portal requests
• Support visitors with the event website, registration journey and event attendance
• Provide first-line technical support for exhibitor portals, registration platforms, catalogue data and lead generation tools
• Maintain accurate customer and case information in Salesforce Service Cloud and other internal platforms
• Support onsite Customer Service delivery during exhibitions and events
• Participate in event planning and readiness meetings
• Support integrated customer communication plans and event readiness
• Identify recurring customer issues and recommend process, platform, communication and journey improvements
• Deputise for the Team Leader on agreed operational activities
• Prepare and support monthly CX performance reporting
• Analyse case data, contact drivers and service performance
• Maintain case classification taxonomies across Salesforce and telephony platforms
• Conduct quality assurance reviews across calls, emails, WhatsApp and live chat
• Identify quality, knowledge and training gaps and support corrective actions
• Present evidence and recommendations for continuous service improvement

Customer Support jobs in Saudi Arabia

Customer Service Executive – Maternity Cover, 7 Month Contract