Customer Support Al Ghurair Investment LLC

Employer Active

Posted on 3 Nov

Experience

2 - 5 Years

Job Location

Makkah Al Mukarramah - Saudi Arabia

Education

Secondary School, Intermediate School, Any Graduation

Nationality

Any Arab National, Saudi Arabian, Any Nationality

Gender

Any

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

About the Role

We are hiring a Customer Support Executive to manage customer and driver support operations for our mobility business in Makkah. The role involves handling service requests, resolving ride issues, and ensuring exceptional customer and driver experience in line with service SLAs.


Key Responsibilities

  • Manage inbound/outbound calls, WhatsApp, and email queries
  • Support customers and drivers on ride-related issues, bookings, app support etc.
  • Handle complaints, escalations, & follow through till resolution
  • Coordinate with Dispatch & Operations teams for issue resolution
  • Monitor live ride operations & support field teams when required
  • Maintain service logs, daily reports, and ticket status in CRM system
  • Ensure SLA compliance and high customer satisfaction scores
  • Communicate updates, safety policies, and process guidelines to drivers & users
  • Assist in driver onboarding support & training communication

Desired Candidate Profile

  • Excellent communication in Arabic & English
  • Soft-skills and customer-handling confidence
  • Problem-solving and active listening skills
  • Familiarity with CRM tools (Zendesk / Freshdesk / similar)
  • Basic MS Excel and reporting skills
  • Ability to work under pressure in fast-moving operations environment
  • Shifts: Rotational (24/7 operations)
  • Weekends / public holiday support may be required
  • Office-based in Makkah

Qualifications

  • Bachelor’s degree preferred
  • 2 – 5 years’ experience in:
    ✓ Customer service / Call center
    ✓ Taxi / Ride-hailing / Mobility / Logistics support (preferred)
  • Previous experience in KSA customer-facing role desirable

Employment Type

    Full Time

Company Industry

  • Logistics
  • Transportation
  • Warehousing
  • Courier

Department / Functional Area

  • Transport
  • Driving

Keywords

  • Customer Experience Representative
  • Customer Support
  • Customer Relations
  • Customer Handling
  • Customer Satisfaction
  • Customer Care Executive
  • Customer Services
  • Customer Feedback Analysis
  • Time Management

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Al Ghurair Investment LLC

Al Ghurair Investment is a diversified industrial group based in Dubai with operations spanning more than 50 countries globally. With a rich history of pioneering businesses and technologies, this heritage of innovative success is built upon values of excellence in the products developed and the processes followed. Our Core Areas of Expertise are Foods, Commodities, Construction and Properties. And furthermore, our additional areas of focus include Energy, Printing, Retail and Education.

Read More

Sanchit Khandelwal - Recruitment Specialist

Dubai , UAE UAE, Dubai, United Arab Emirates (UAE)

https://www.al-ghurair.com

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