Customer Service Specialist

About Carly | كارلي

Carly | كارلي is a pioneering e-commerce platform redefining the automotive industry by offering a next-generation super app that integrates vehicle sales, services, and digital tools into a unified, user-friendly experience. Our mission is to streamline the entire car ownership journey—from discovery and purchase to post-sale support—by leveraging cutting-edge technology and customer-centric design. As a fast-growing company at the forefront of digital transformation in the region, we foster an innovative and dynamic work environment where collaboration, creativity, and technology converge to deliver exceptional value to our customers. Join us in shaping the future of automotive commerce in the Middle East.

Role Overview

We are seeking a dedicated and customer-focused Customer Service Specialist to join our team in Riyadh. This full-time, on-site position is pivotal in ensuring our customers receive seamless, high-quality support throughout their interactions with Carly | كارلي. The Customer Service Specialist will serve as the primary point of contact for customers, addressing inquiries across multiple channels including phone, email, chat, and social media. Your role will encompass providing accurate and timely information about our products and services, assisting customers during critical stages of the car-buying and selling process, and resolving issues with efficiency and professionalism.

Key Responsibilities

• Customer Interaction: Respond to customer inquiries promptly and professionally via phone, email, chat, and social media channels, ensuring all communications are clear, courteous, and solution-oriented.
• Issue Resolution: Address customer concerns, troubleshoot problems, and escalate complex cases to the appropriate internal teams when necessary, ensuring issues are resolved to the customer’s satisfaction.
• Process Improvement: Maintain detailed records of customer interactions, track service requests, and follow up to ensure resolution and customer satisfaction. Contribute insights to enhance service delivery and operational efficiency.
• Collaboration: Work closely with cross-functional teams, including sales, marketing, and technical support, to gather feedback, identify trends, and implement improvements that elevate the customer experience.
• Feedback Collection: Actively solicit and document customer feedback to identify opportunities for service enhancement and product improvement, ensuring Carly | كارلي remains aligned with customer needs and market demands.
• Compliance & Professionalism: Adhere to company policies, industry regulations, and service standards while maintaining a high level of professionalism, reliability, and accountability in all customer interactions.

Qualifications & Skills

• Customer Support Experience: Proven track record in customer service or support roles, with demonstrated ability to handle inquiries across multiple communication channels.
• Customer-Centric Mindset: A strong commitment to driving customer satisfaction and enhancing the overall customer experience through empathetic, proactive, and solution-focused communication.
• Communication Proficiency: Exceptional verbal and written communication skills, with a professional phone etiquette and the ability to convey information clearly and effectively to diverse audiences.
• Language Skills: Fluency in Arabic is required; proficiency in English is highly preferred to cater to a broader customer base.
• Technical Aptitude: Comfortable using digital tools, CRM systems, and e-commerce platforms. Prior experience in the automotive industry or online retail is a valuable asset.
• Problem-Solving & Attention to Detail: Strong analytical skills and a proactive approach to identifying and resolving customer issues efficiently and accurately.
• Work Ethic: Reliable, self-motivated, and capable of working full-time on-site in Riyadh while maintaining a professional and adaptable demeanor in a fast-paced environment.

If you are passionate about delivering outstanding customer service and thrive in a dynamic, technology-driven environment, we invite you to apply and become an integral part of Carly | كارلي’s mission to revolutionize the automotive industry.