Associate, Customer Care

Join Our Mission to Empower Retail Success in Saudi Arabia

At Zid, we are at the forefront of transforming the retail landscape in Saudi Arabia by providing a unified, end-to-end commerce ecosystem that empowers merchants to start, grow, and scale their businesses. As a dynamic technology company, we are seeking a dedicated Associate, Customer Care to join our team in Riyadh. This role is ideal for individuals who are passionate about delivering exceptional customer experiences, solving complex problems, and making a tangible impact every day.

Your Role and Responsibilities

As an Associate, Customer Care, you will serve as the frontline ambassador of Zid, representing our commitment to excellence in customer service. Your primary responsibility will be to provide timely, empathetic, and effective support to our customers across multiple channels, including chat, email, and social media. Below are the core responsibilities of this role:

• Customer Communication & Support:
  • Respond promptly and professionally to customer inquiries, ensuring all communications are clear, concise, and solution-oriented.
  • Listen actively to customer needs, provide accurate information, and deliver effective resolutions to enhance their experience.
  • Maintain a positive and professional demeanor in every interaction, fostering trust and satisfaction.
• Issue Resolution & Customer Satisfaction:
  • Efficiently resolve customer issues while adhering to high service quality and response standards.
  • Manage customer requests with diligence, ensuring timely follow-ups and complete resolution of cases.
  • Monitor customer feedback to identify trends and contribute to continuous improvement initiatives.
• Customer Feedback & Continuous Improvement:
  • Collect and analyze customer feedback to provide actionable insights to internal teams, including Product, Technical Support, and Operations.
  • Identify recurring issues and collaborate on initiatives to enhance processes, workflows, and customer journeys.
  • Support efforts to elevate overall customer satisfaction and service quality across the organization.
• Case Management & Documentation:
  • Maintain meticulous records of customer interactions, cases, and resolutions using CRM and internal systems.
  • Organize, prioritize, and track customer requests to ensure seamless follow-up and reporting.
  • Contribute to documentation efforts that drive continuous service improvement and operational efficiency.
• Cross-Functional Collaboration:
  • Work closely with Product, Technical Support, Operations, and other internal teams to resolve customer needs efficiently.
  • Adapt quickly to new tools, processes, and product updates to maintain high service standards.
  • Foster a collaborative and customer-first team culture, contributing to a positive and supportive work environment.

Who You Are

We are looking for a motivated and empathetic professional who thrives in a customer-centric environment. The ideal candidate will have the following qualifications and attributes:

• Experience:
  • 1–3 years of experience in Customer Service, Customer Care, Merchant Support, or Call Center environments.
  • Prior experience in SaaS, eCommerce, or technology companies is highly desirable.
  • Familiarity with CRM systems, ticketing platforms, and customer support tools is a plus.
  • Proven ability to handle customer inquiries, account-related issues, and technical support requests.
• Skills:
  • Exceptional written and verbal communication skills, with a focus on clarity and professionalism.
  • Strong problem-solving abilities and a customer-first mindset.
  • Ability to manage multiple customer cases while maintaining attention to detail and accuracy.
  • Proficiency in CRM systems and tools such as Microsoft Office Suite or Google Workspace.
  • Excellent organizational and time management skills to prioritize tasks effectively.
• Personal Attributes:
  • Customer-focused with a genuine passion for helping others and creating positive experiences.
  • Empathetic, patient, and professional in every interaction, regardless of the situation.
  • Adaptable and comfortable working in a fast-paced, dynamic environment.
  • Collaborative team player with a positive attitude and a growth mindset.
  • Eager to learn, improve, and contribute to the success of Zid and its customers.

Why Choose Zid?

Joining Zid means becoming part of a forward-thinking organization that is redefining retail success in Saudi Arabia. Here’s what you can expect when you join our team:

• Career Growth: Develop your customer experience expertise and advance your career within one of Saudi Arabia’s leading technology companies.
• Real Customer Impact: Play a pivotal role in helping thousands of merchants achieve success by delivering exceptional support and creating meaningful customer experiences.
• Strong Market Presence: Be part of a trusted platform that powers thousands of merchants across the Kingdom, contributing to the growth of the retail ecosystem.
• Collaborative Culture: Join a supportive, ambitious, and fast-growing team that values learning, ownership, and continuous improvement. Embrace a culture that encourages innovation, collaboration, and personal growth.

Ready to Make a Difference?

If you are passionate about helping customers, solving problems, and delivering exceptional experiences, we invite you to apply for the Associate, Customer Care position at Zid. Take the next step in your career and become a part of our mission to empower retail success in Saudi Arabia.

Apply now and let’s build a rewarding future together.