Job Description: Customer Service Operations Specialist 

 Reports to:   Customer Service Manager

 Location:      Riyadh, Saudi Arabia

 Job Purpose 

To provide comprehensive operational and administrative support to the Customer Service Manager by coordinating department activities, managing strategic partner relationships (Jarir, Lulu, Nesto), ensuring compliance with service standards, and enhancing customer satisfaction through efficient maintenance coordination, reporting, and claims management.

 Key Responsibilities 

 1. Operations Supervision & Administration 

- Support the department manager in organizing and supervising daily customer service activities.

- Ensure smooth workflow and compliance with company policies and procedures.

- Assign and monitor tasks among internal teams and authorized service centers.

- Assist in developing and implementing departmental operational plans.

  2. Strategic Partner Management 

- Serve as the primary contact for strategic partners:   Jarir, Lulu, and Nesto  .

- Manage all partner communications professionally and ensure timely responses.

- Resolve operational issues and ensure adherence to Service Level Agreements (SLAs).

- Maintain strong partner relationships through consistent follow-up and support.

  3. Maintenance & Spare Parts Coordination 

- Coordinate spare parts dispatch to Jarir according to customer maintenance contracts.

- Track maintenance operations for Jarir customers to ensure contractual compliance.

- Accurately record and update maintenance data, including DOA (Dead on Arrival) cases.

- Monitor device repair status and maintain system accuracy.

   4. Shipping & Logistics Management 

- Process shipping waybills for customers outside Riyadh and Jeddah service coverage.

- Coordinate with logistics providers to ensure timely dispatch and delivery.

- Verify compliance with shipping protocols and shipment security.

   5. Reporting & Performance Monitoring 

- Prepare and analyze periodic maintenance reports (including monthly Jarir reports).

- Monitor key performance indicators (KPIs) for customer service services and partners.

- Present findings and improvement recommendations to senior management.

   6. Invoicing & Claims Processing 

- Submit maintenance invoices and claims for partners (Jarir, Lulu, Nesto).

- Collaborate with the Finance Department to ensure accurate and timely claim approvals.

 Qualifications & Requirements 

  Education & Experience 

- Bachelor’s degree in Business Administration, Supply Chain, or related field.

- Minimum 3 years of experience in customer service, customer service, or related field, preferably in electronics/telecom.

- Experience with strategic partner or account management.

   Skills & Competencies 

- Excellent communication in   Arabic and   English  .

- Proficiency in MS Office and ERP/CRM systems.

- Strong organizational and problem-solving abilities.

- Ability to work under pressure and manage multiple priorities.

- Knowledge of the KSA market and retail partners (Jarir, Lulu, Nesto) is a plus.

   Personal Attributes 

- Detail-oriented and proactive.

- Strong interpersonal and negotiation skills.

- Customer-focused with a service mindset.