Job Summary:

The Call Center Representative is responsible for following up on workers' requests and complaints and ensuring they are resolved within the designated timeframe, while maintaining a high level of worker satisfaction in accordance with the company's communication and service quality standards.

Key Responsibilities:

Follow up on worker requests and complaints submitted through the system in coordination with relevant departments.

Communicate directly with the worker before closing any complaint to confirm satisfaction.

Contact the worker if requests have not been fulfilled and issue a formal apology.

Resolve requests and complaints according to the established service level agreements (SLAs).

Submit daily reports on tasks and achievements related to worker care to the Worker Care Supervisor.

Provide recommendations and suggestions received from workers to the Worker Care Supervisor.

Adhere to the communication quality standards set by the management.

Share any observations that may affect worker satisfaction with senior management.

Stay up-to-date on internal systems and work procedures.

Participate in regular departmental meetings.

Follow approved policies and procedures.

Maintain complete confidentiality of all work-related matters.

Perform any other duties related to the role as assigned.

Required Skills:

Proficiency in basic computer skills and Microsoft Office applications.

Strong problem-solving abilities.

Effective communication skills.

Active listening and team collaboration.

Proficiency in English.

Fluency in Urdu or Indonesian is a plus.

Job Requirements:

Experience: 0–2 years

Minimum Education: Diploma in Business Administration, Social Services, or Marketing

Preferred Certifications: Customer Service certifications are an advantage

Job Summary:

Responsible for executing sales activities in accordance with the approved sales plan to achieve optimal results. The role involves attracting new clients, retaining existing customers, and providing comprehensive support related to domestic labor contracts and services.

Key Duties and Responsibilities:

• Contact customers 15 days before contract expiry to confirm renewal or termination intentions.
• Follow up with delinquent clients whose contracts have expired within 0–10 days without renewal or handover, and record updates in the "Mahir" system.
• Create new customer profiles, input all required data, and attach valid documents (ID, family card, work letter or commercial registration). For driver services, include the form and insurance.
• Receive customers at the branch and provide all individual services (new request, renewal, labor linking, replacement, selecting suitable domestic workers, nationality change requests, nurse services, sponsorship transfer, or client data updates).
• Respond to customer inquiries via the branch’s WhatsApp line.
• Send promotional offers to clients via WhatsApp and share new promotions.
• Review daily account statements to confirm customer payments and update the system accordingly.
• Process refund requests, ensure required documents are complete, and obtain the customer’s bank IBAN.
• Monitor and resolve customer complaints through the Mahir system on a daily basis.
• Prepare and send daily sales reports to Mr. Mahmoud Samir, Finance Officer.
• Coordinate worker arrival and ensure document handover (residency, ATM card, passport) to the customer.
• Notify clients about passport renewal deadlines and document communications in the Mahir system.
• Document communication regarding embassy appointment arrangements for workers needing passport renewal.
• Handle initial sponsorship transfer steps (documents, fees, acknowledgments), follow up until completion, and initiate refund requests if applicable.
• Manage international travel procedures for domestic workers (submit requests, obtain promissory notes, upload insurance documents).
• Convince clients to place requests and make payments even when workers are unavailable, and follow up upon availability.
• Coordinate with the problem-solving unit to address worker-customer issues and avoid returns.
• Represent the company at government offices in cities without a dedicated government relations officer (e.g., Medina, Abha, Taif).
• Submit name correction requests and send residency documents in case of salary disbursement issues.
• Handle incoming and outgoing mail in coordination with the main office in Riyadh.
• Resolve issues related to worker documents or services (residency, ATM, passport, insurance, salary) in coordination with relevant departments.
• Attract new customers through referrals and personal networks.
• Handle disputes in the "Khidmah" service and attempt to resolve them amicably; proceed with cancellations if necessary.
• Approach major companies, institutions, and government sectors to present special offers and sign contracts.
• Maintain strict confidentiality regarding all work-related information.
• Perform any other duties as assigned that fall within the nature of the job.

 Required Skills:

• Basic English language proficiency
• Proficiency in basic computer skills and Microsoft Office
• Strong problem-solving ability
• Effective communication skills
• Good listening and teamwork skills
• Negotiation and persuasion skills
• High customer service orientation