Job Description
Overview: The National Water Company (a Saudi joint stock company, owned by the state represented by the Public Investment Fund) was established in 2008, providing water and wastewater services on sound commercial bases in accordance with the international best practices.
Job Description:
Position Title: Customer Service E-Complaints Specialist
Location: Dammam, Eastern, Saudi Arabia
Overall Purpose:
The Customer Service E-Complaints Specialist is responsible for handling and resolving customer complaints received through electronic and digital channels. The role focuses on the timely and effective resolution of complaints while maintaining a high level of customer satisfaction.
Key Accountabilities:
- Monitor, acknowledge, and respond to customer complaints received via email, online forms, social media platforms, and live chat.
- Investigate issues by liaising with internal departments (e.g., operations, technical support, projects) to gather relevant information.
- Draft clear, empathetic, and professional responses that address the customer’s concerns and explain resolutions or next steps.
- Ensure all complaints are handled within established service level agreements (SLAs) and in compliance with company policies.
- Escalate unresolved or sensitive complaints to senior team members or relevant departments as necessary.
- Conduct follow-ups to confirm customer satisfaction and closure of complaints.
- Maintain clear, professional, and empathetic communication with customers to ensure they feel heard, respected and valued
- Identify recurring issues and propose improvements to processes or systems to reduce complaint volume.
- Contribute to internal reporting by compiling metrics on complaint types, resolution times, and customer feedback.
- Ensure all complaint-handling activities adhere to company policies, industry regulations, and quality standards.
Job Requirements:
Minimum Qualifications:
Diploma or higher in a relevant field.
Minimum Experience:
2+ years of experience in customer service.
Key Competencies/Skills:
- Excellent communication skills.
- Strong problem-solving abilities.
- Customer service orientation.
- Consistent follow-up and attention to detail.
- Conflict resolution skills.
- Technical literacy.
Benefits: Competitive salary, comprehensive benefits package, and a positive work environment with opportunities for growth and professional development.
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Safety Tips for Candidate
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