Customer Service Specialist

About Masan

Masan is a leading privately held real estate development firm headquartered in Riyadh, with a dynamic presence across the Kingdom of Saudi Arabia. Renowned for its commitment to excellence, the company specializes in crafting distinctive living spaces that blend innovative design, superior craftsmanship, and contemporary lifestyles. Sustainability and quality are at the core of Masan’s operations, shaping every aspect of its development projects. The organization fosters a culture of inclusivity, creativity, and growth, where diverse perspectives are valued and employees are empowered to make meaningful contributions. Masan seeks driven professionals who are passionate about delivering long-term value and shaping the future of real estate in Saudi Arabia.

Role Overview

The Customer Service Specialist plays a pivotal role in ensuring exceptional customer experiences for Masan’s clients. This full-time, on-site position is based in Riyadh and is dedicated to managing customer inquiries and requests through multiple channels, including phone, email, and in-person interactions. The specialist will serve as the primary point of contact for customers, addressing their concerns with professionalism, efficiency, and a solutions-oriented approach. By actively listening to customer needs, resolving issues promptly, and following up on resolutions, the specialist will contribute to high levels of customer satisfaction and loyalty.

Key Responsibilities

• Customer Interaction Management: Handle incoming customer inquiries and requests via phone, email, and in-person interactions, ensuring timely and accurate responses while maintaining a courteous and professional demeanor.
• Issue Resolution and Follow-Up: Investigate customer concerns, coordinate with internal teams to provide accurate information, and ensure issues are resolved to the customer’s satisfaction. Conduct follow-ups to confirm resolution and gather feedback.
• Documentation and Record Keeping: Maintain detailed records of customer interactions, resolutions, and feedback in the company’s CRM or service systems. Ensure all documentation is accurate, up-to-date, and easily accessible for future reference.
• Customer Experience Enhancement: Monitor customer satisfaction metrics and identify trends or opportunities to improve service quality. Collaborate with cross-functional teams to implement enhancements and elevate the overall customer experience.
• Policy Adherence and Quality Assurance: Ensure all customer interactions comply with company policies, industry regulations, and service standards. Participate in quality assurance initiatives to uphold Masan’s commitment to excellence and hospitality.
• Internal Coordination: Liaise with various departments, including sales, operations, and maintenance, to gather information and resolve customer issues efficiently. Serve as a bridge between customers and internal teams to facilitate seamless communication.

Qualifications and Skills

• Customer Service Expertise: Proven experience in customer service or support roles, with a strong track record of handling inquiries, resolving issues, and enhancing customer satisfaction.
• Communication Proficiency: Exceptional verbal and written communication skills, including professional phone etiquette and clear articulation of information. Fluency in English is required; proficiency in Arabic is highly advantageous.
• Interpersonal and Problem-Solving Abilities: Strong interpersonal skills with the capacity to build rapport, manage conflicts, and de-escalate tense situations. A proactive approach to problem-solving and a commitment to delivering positive outcomes.
• Technical Competency: Proficiency in basic office software (e.g., Microsoft Office Suite) and familiarity with customer service systems or CRM tools. Ability to quickly adapt to new technologies and processes.
• Industry Experience: Prior experience in customer-facing roles within the real estate, hospitality, or related industries is preferred. Understanding of real estate processes and customer expectations in this sector is beneficial.
• Personal Attributes: High level of reliability, attention to detail, and the ability to thrive in a fast-paced, on-site environment. Commitment to maintaining a positive attitude and representing Masan’s values in every interaction.

Why Join Masan?

As a Customer Service Specialist at Masan, you will be an integral part of a forward-thinking organization that values innovation, quality, and customer-centricity. This role offers the opportunity to develop your skills in a dynamic environment, contribute to meaningful projects, and make a tangible impact on customer experiences. Masan provides a supportive and inclusive workplace where your contributions are recognized, and your professional growth is encouraged. If you are passionate about delivering exceptional service and shaping the future of real estate in Saudi Arabia, we invite you to apply and become part of our team.